Job ID: 195936
Location: WASHINGTON, DC, United States
Date Posted: Aug 14, 2019
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
The objective of the IT Support Manager is to 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.
Bachelor’s degree and nine (9) years of experience; Masters and seven (7) years or more of experience.
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
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