IT Service Desk Manager
Job ID: 2500313
Location: WASHINGTON, DC, United States
Date Posted: Jan 24, 2025
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: Top Secret
Potential for Remote Work: No Remote
Benefits: Click here
Job Description
Description
We are currently seeking a motivated, career and customer service oriented IT Service Desk Manager
The Manager will manage the Support Desk and oversee staff assigned to help desk activities. Candidate will be required to have experience providing support and managing in a Federal Government environment. The Support Desk Manager will communicate with customers calling for support on policies and/or support with e-Library system and will be required to become very familiar with policies and guidelines. The candidate will utilize practical knowledge of the organization’s systems, applications, regulations, and best practices. Experience supporting document/records management system is preferred.
Other Duties:
- Proactively route all incidents and service requests, and resolve business requests pertaining to business applications, and in accordance with the NNSA Service Desk standard operating procedures.
- Produce a routine performance and trend analysis reports, to include mitigation recommendations.
- Provide management support during standard business hours, respond to support desk calls and initiate tickets as appropriate.
- Manage quality of all support services provided by the Service Desk, including ticket metadata, timeliness, customer engagement, escalations, and overall quality of work performed.
- Attempts first resolution of any business incidents, utilizing provided scripts, Knowledge Based Articles (KBAs), etc. Reference KBAs where appropriate prior to escalation.
- Escalate all incidents where unable to resolve with appropriate communication.
- Upon request, provide inputs for stakeholder communications (internal and external) and trainings.
- Manage and maintain Knowledge Based Articles.
Qualifications
Required:
- Bachelor's degree and 5 years of experience or equivalent
- Experience managing a desk side support team including hands-on experience troubleshooting and resolving Tier I and Tier II issues
- Experience in a Federal Government environment
- T/S or DOE Q level clearance preferred. Ability to obtain is required. US Citizenship is required
- Experience managing teams of 15+ people with multiple leads
- Experience with managing relationships with a Federal customer
Desired:
- ITIL certified
- Experience managing employees at remote sites
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
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 focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. 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.
