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Service Desk Manager

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Job ID: 205068
Location: RESTON, VA, United States
Date Posted: May 1, 2020
Category: Program Management
Subcategory: Program Mgmt
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: Yes

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Job Description

Description

We are currently seeking a motivated, career and customer-oriented Remote Service Desk Manager to begin an exciting and challenging career with SAIC. 

This job is temporarily remote due to COVID-19.

Duties:
• Provide operational management of a Managed Service Desk to multiple Federal Agencies in a shared customer environment supporting 10,000 end users operating in multiple time zones globally.
• Provide guidance and operational status to executive level customers from multiple government agencies utilizing a shared service environment for IT Service Management utilizing ServiceNow platform
• Responsible for improving the help desk end user productivity to achieve efficiency and meet SLA requirements for year over year increased performance of Tier 0 Self Service help desk tickets.
• Oversee implementation of Customer Service Portal, Help Desk and Field Support Technicians operating in an As A Service environment with technical support provided by multiple service contractors and sub- contractors

Qualifications


• Help desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified within 12 months of Task Order Award.
• Must be US Citizen capable of passing security clearance and background check to work supporting Federal Agencies
• Bachelor's Degree or equivalent years of experience in IT
• Recent experience managing ServiceNow ITSM environments
• ITIL awareness
• Delivering outsourced services within SLA
• Business and Portfolio expertise
• At least 10+ years of experience in IT area with management experience
• Experience leading by example in a large, complex global environment

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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