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IT Support Manager

Job ID: 2217029
Location: WASHINGTON, DC, United States
Date Posted: Nov 17, 2022
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description

Description

We are currently seeking a motivated, career and customer oriented IT Support Manager to begin an exciting and challenging career with SAIC.

The IT Support Manager will ensure that users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk) and Tier 2 (hands-on support). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users. The customer standardized on the Information Technology Information Library (ITIL) as the standard for its IT operations.

The IT Support Manager “owns” the resolution process from the initial contact with the user to resolution of the incident, problem or service request. The manager is responsible for incident, problem, and service request resolution regardless of the party actually performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process. The SD shall escalate tickets as required by the SLAs.

Responsibilities include all aspects of Tier 1 and Tier 2 Support, including supporting remote customer staff, operating a walk-in center at the Customer Headquarters, and white-glove VIP support.

Roles and Responsibilities:

  • Support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.
  • Follow-up on resolved tickets to check quality, get User concurrence of ticket closure, and to report customer satisfaction.
  • Work with Operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in After Action Reports for all major Incidents and unplanned service outages, and submitted in writing to the customer.
  • Establish and maintain data in the Known Error Database (Remedy Problem Management Module); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.
  • Proactively monitor Service Desk calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users
  • Ensure non-IT requests are properly routed to appropriate support organizations.
  • Shall support projects associated with making changes to the operational artifacts in response to governance, industry or customer requirements
  • Ensure that all standard operating procedures are adhered to and in collaboration with the associated government task lead are amended or developed as needed.
  • Ensure that all Contractor communication to customers (both verbal and written) are clear, professional, courteous and grammatically correct.
  • Ensure review of requests for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load. This includes reviews of all service requests and incidents processed through the IT Support Center

Qualifications

Required: 

  • Bachelor’s degree and 14 years of experience or equivalent
  • 4+ years’ experience managing a Service Desk environment.
  • 4+ years’ experience with tier 1 and tier 2 resolution, with a yearly ticket volume of 15,000+.
  • Experience with Remedy.
  • Managing staff of 20+ service desk professionals experience
  • Must reside in the DC Metro Area
  • Must be able to obtain an public trust

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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