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Service Desk Manager

Job ID: 447162
Location: ROCKVILLE, MD, United States
Date Posted: May 17, 2019
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Travel: None
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

The Service Desk Manager will oversee Service Desk Coordination, End User IT Desktop and Laptop Support, IT Lifecycle Management, Mobile Computing Support, Audio Visual Technical Support, Develop SOPs, Implement Service Improvements.   The well-qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the organization. The candidate must be a self-starter, providing leadership, technical direction and supervision to personnel supporting the operations and maintenance activities across the enterprise. The candidate must be capable of evaluating service performance metrics, communicating system performance, and leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure program is performing optimally. Candidates must be able to meet or exceed all operational and performance based metrics associated with the incident and service request process, as well as ensure all critical/high and/or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets.

 

Specifically, candidate will:

 

  1. Coordinate with COR to ensure that contract the Quality Assurance Plans (QAP) and Service Level Agreements (SLA) are being met.

  2. Ensure that the Incident, Change, and Problem Management Processes are followed to implement all system changes.

  3. Ensure review of requests and incidents for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load.

  4. Ensure use of remote desktop tools, when possible, to resolve user requests, when customer has explicitly authorized the use of remote technologies.

  5. Coordinate service requests that involve other customer/vendor IT support teams. Ensure professionalism and develop good relationships with customers, third-party IT providers, and other IT Teams within the customer environment.

  6. Ensure that Leadership is kept apprised of all issues that could cast a favorable or unfavorable light with either customers or external stakeholders.

  7. Ensure customer standard operating procedures are adhered to and in collaboration with COR are amended or developed as needed.

  8. Ensure documentation and procedures are adhered to in order to achieve high-level customer satisfaction and ensure customer meets its documented service levels and quality assurance plans.

 

 

 

 

 

 

 

Qualifications

REQUIRED:

  • Bachelors and five (5) years or more experience. 

  • Minimally, candidates must hold MCP/MTA.

  • National Institutes of Health (NIH) experience.

 
  • denotes certification requirements that must be obtained within the first six months

  • CompTIA A+ certification is required (*)

  • Apple Certified Support Professional (ACSP) is required (*)

  • MCSA Windows 10 and Office 365 is required (*); A MCSE is acceptable in lieu of MCSA.

 

DESIRED:

  • CCNA and other hardware certifications are a plus.

  • Experience with Unix is a plus.



Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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