Job ID: 2313627
Location: WASHINGTON, DC, United States
Date Posted: Nov 28, 2023
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No Remote
Benefits: Click here
We are currently seeking a motivated, career and customer oriented IT Services Manager to begin an exciting and challenging career with SAIC.
The IT Services Manager will ensure that end 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 Services 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 managing the Service Desk and tracking SLAs for the desk.
In this role you will support: Tier 1, Tier 2, and white-glove VIP support.
Roles and Responsibilities:
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.
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 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.