About this role
SAIC is seeking a qualified IT Service Center Manager who has experience with leadership and oversight of IT Service Desk Analysts, working collaboratively with other Service Center Teams like End User Hardware, Field Technicians and other Service Teams. This position with support the NORAD/NORTHCOM Enterprise Information Technology Services (NITES) contract. Candidate will provide leadership and guidance on customer service, telephone etiquette, ticket completion, routing tickets and general service desk rolls and responsibilities and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF).
Candidate will:
- Ensure all processes and procedures are documented and followed. Provide oversight to team and be in direct contact with Government Service Owners.
- Implement and manage Government-approved, ITIL-compliant Service Desk systems (e.g., Incident tracking system, self-help tools), to collect, track, and manage Incidents and Service Requests received by the Service Desk.
- Measure customer satisfaction with IT services provided to end users, poll directorate leadership on quality, responsiveness, and perceived value of IT services in completing their directorate mission. Develop customer satisfaction results reports for delivery
- Provide customers with multiple alternative communications channels to the Service Desk, including voice messages, email, and chat. Provide users with information about the availability of services and the procedures for obtaining these services via a centralized service portal, phone, and command announcements
- Ensure IT Service Catalog provides access to service provider’s IT service catalog and online submission forms for service and product requests.
- Effective communication with team, team building skills, and organizational skills to manage schedules, tickets and provide consistent guidance and leadership.
- Provide communication up and down management chain, carry a profession demeanor
Required Qualifications:
Must hold a Secret level clearance and able to obtain TS/SCI
Bachelors and 5 years of experience plus 6 years of experience in Service Desk management and or leadership in an IT task, or HS plus 10 years of experience and maintain IAT Level II certifications (Security + or equivalent)
Have experience managing teams within a team and good leadership skills. Military experience or DOD contract experience is a plus in this environment.