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IT Service Desk Life Cycle Manager

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Job ID: 204825
Location: SALT LAKE CITY, UT, United States
Date Posted: May 1, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

We are currently seeking a motivated, career and customer oriented IT Service Desk Life Cycle Manager to join our team to begin an exciting and challenging career with SAIC. 
 Duties:
• Deliver consistent call and ticket life cycle analytics.
• Formulate a request resolution process with built-in guidance for the help desk technicians. Create a visual process builder and define the resolution process. Create, discuss, and rework the process drafts before publishing the life cycle.
• Define life cycles for processes specific to your organization and associate them with incident or service templates for asset requests and associate it with service templates configured for laptop, mobile phones, or hardware requests.
• Associate life cycles with multiple templates to ensure efficient process adherence, minimize the scope for human errors, and provide privileged (role-based) access to status transitions

Qualifications

Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance!
• BS degree and 5 years of call center experience or equivalent.
• Technical call center work and specifically IT/ ITES environment preferred.
• Excellent analytical and communication skills with an ability to express complex thoughts/ ideas effectively in individual or group situations.
• A keen eye for attention to detail, customer service, and process Strong interpersonal, Relationship Management skills and team player.
• Familiar with Operating Systems/Networking and other major technologies supported at Service Desk/Contact Center. Strong understanding of ITIL framework.
• HDI-SCD or HDI-SCM is desired
• PMP certification is desired
• Security+ certification is desired

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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