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IT Service Desk Manager

Job ID: 203993
Location: WASHINGTON, DC, United States
Date Posted: Apr 17, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No

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Job Description

Description

Position Description:

SAIC is seeking an IT Service Desk Manager to support a large federal government agency. Employee will perform on-site, at a secure government location Monday through Friday during normal business hours. Employee will be required to provide occasional after-hours and weekend support during planned or unplanned events.

 
Description of Duties:
  • Manage and integrate activities as it relates to the IT service desk (Tier I/II), in accordance with contract requirements and ensure technical, schedule, cost, and financial performance. Identify and analyze minor variances, and recommends corrective actions.
  • Perform as the customer interface for technical and business matters, information sharing, and basic problem resolution.
  • Manage operational risks, customer relationships, and program staffing.
  • Ensure compliance with quality standards and escalate challenges to leadership.

Qualifications

Required Education/Experience:

Bachelors and 9+ or no degree with additional years of experience in lieu of degree

Required Experience/Skills/Attributes:

  • Experience managing a 24x7 IT service desk with 50 or more program staff including direct labor, subcontractors and suppliers.
  • Experience in personnel management. Possesses the ability to develop leadership and management skills that require mentoring and feedback from supervisors.
  • Ability to escalate program issues to management for assistance.
  • Provide input to corporate activities including performance reviews, compensation-related actions, and staffing and hiring recommendations. Raise personnel issues to appropriate internal support elements.
  • Ability to act independently while routinely being reviewed for soundness of judgment and overall quality and content.
  • Excellent oral and written communication skills.
  • Self-motivation, professional demeanor and accountability.
Desired Experience/Skills/Attributes:
  • Help Desk Institute (HDI) certification
  • ITIL Foundations Certification
  • ISO-20000
Clearance:
Secret 


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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