Job Description

Description

We are looking for an analytical thinker with a passion for challenges and problem-solving. The successful candidate will work at all End-User levels of a large Federal Department.

At least 8 years of related management experience with an emphasis on Headquarters Executive Help Support (ExecHelp), Enterprise Operations Center (EOC), Service Desk and End User Computing programs and/or projects, including field support, desktop support, call center management, DOT/OST Operator Support, Video Teleconferencing (VTC), and Web Conferencing.

At least 8 years of proven experience managing a program with at least 100 personnel delivering End User Operations Support Services. At least 5 years of experience interfacing and presenting to executives.

Must possess a Bachelor’s degree. Degree may be substituted with 8 additional years of related experience.

Duties:  Provides day-to-day management and supervision of overall End User Support Team personnel, involving multiple projects and groups of personnel at multiple locations.  Organizes, directs, and coordinates the planning and production of all End User support activities and allocates resources as necessary.  Demonstrates written and oral communication skills.  Provides highly specialized technical advice concerning configuration and implementation of metric gathering methodology for monitoring IT facility equipment, applications, and services.  Analyzes the metric, technical configurations and provides recommendations on the best alternatives.

Provides technical guidance for directing and monitoring information systems operations.  Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network, systems, and application performance.  Troubleshoots network, systems, and application performance systems when necessary and provides empirical data. 

Ensure internal customer satisfaction with IT services by understanding their strategic and tactical needs, making sure actions are taken to close any gaps; influence stakeholders' perceptions of the relevant IS services.

Support consultative advice and support to major incident and critical situation problem resolutions.

Serve as a leader and mentor.

Qualifications

High Priority qualifications, skills, experience, certifications

• Minimum of 8 years of experience in managing Service Desk and End User Computing technologies.
• Effective team leadership skills strongly preferred, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
• Ability to work independently and manage multiple demands on time, in cross-functional, virtual and teams.
• Strong collaboration skills using a solutions and customer-service-oriented approach is required.

Role and Responsibilities

Summary:

Duties: 
Provides day-to-day management and supervision of overall Enterprise Management Systems (EMS) personnel, involving multiple projects and groups of personnel at multiple locations.  Organizes, directs, and coordinates the planning and production of all EMS support activities and allocates resources as necessary.  Demonstrates written and oral communication skills.  Provides highly specialized technical advice concerning configuration and implementation of metric gathering methodology for monitoring IT facility equipment, applications, and services.  Analyzes the metric, technical configurations and provides recommendations on the best alternatives.

Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network, systems, and application performance.  Troubleshoots network, systems, and application performance systems when necessary and provides empirical data and recommendations to improve performance.

Qualifications and Education Requirements

Requires BA/BS with 8 to 10 years IT experience.

Preferred Skills

Experience: At least 8 years of management experience with an emphasis on End User Support programs and/or projects, including mission critical programs, IT systems implementation and solution development.  At least 5 years of experience interfacing and presenting to executives.  At least 5 years of proven experience managing a program with at least 100 personnel delivering Infrastructure Operations Support Services.

Additional Notes

US Citizen.  Ability to attain a Public Trust clearance. 

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.