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IT Service Desk Director

Job ID: 2010521
Location: HUNTSVILLE, AL, United States
Date Posted: Jun 30, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Teleworking: No

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Job Description

Description

SAIC has a contingent job opportunity for a IT Service Center Director (Service Desk Director)to lead a Federal Service Desk Program.  The program must sustain the productivity of agency personnel by providing accurate, courteous, timely and effective customer service desk, remote server management and network support services on a 24x7x365 basis.  

 

The  Service Center Director  responsibilities can include:

  • Service Management Operations (Incident Management, Major Incident Management,  Problem Management) Process Owner
  • Ensures day-to-day IT Service Desk staffing and systems availability for supporting incident and request fulfillment for 50,000 users
  • Provides Service Desk oversight and project status
  • Identifies, addresses and reports on all risks and issues
  • Management and operations of IVRs, Call Managers and ACDs used in Service Desk environments
  • Manage service to Service and Operation Level Agreements 
    • Interacts with management and  resolver groups to facilitate timely incident resolution 
    • Ensures quality control by analyzing  incident progression to improve customer service to meet and exceed customer expectations 
  • Manage the application of metrics to increase efficiency and solve issues. 
    • Reviews and analyzes metric reports and other supporting reports
    • Approves implementation of performance improvements
  • Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals 
  • Works with agency staff,  Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures 
  • Leverage feedback mechanisms  to acquire information from both end users/customers and feed into CSI for enhancements
  • Works with Problem and Change Management teams to resolve underlying root cause of incidents
  • Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for leadership
  • Liaison with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed
  • Accountable for the identification and implementation of improvement activities for the Incident Management Process and Service Desk function as part of CSI
  • Define, Create and provide operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
  •  Maintain cost-benefit analysis and calculating total cost of ownership and return on investment
  • Operational implementation knowledge of self-service technologies
  • Responsible for staffing models, shift schedules and ensuring adequate resource coverage of limited staff across 24x7x365 coverage requirements
  • Responsible for screening, hiring, training, and managing high-performance teams

This position is contingent upon contract award.

Qualifications

REQUIRED

Bachelors and 10  years or more experience; Masters and 8 years or more experience; PhD or JD and 5 years or more experience

  • Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for CONUS/OCONUS locations supporting 50,000 users or more.  
  • Recent and demonstrated familiarity with management and operations of IVRs, Call Managers and ACDs used in Service Desk environments
  • Prior recent experience in defining, creating and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
  • Experience in  cost-benefit analysis and calculating total cost of ownership and return on investment
  • Demonstrated experience and understanding of the relationships between IT service management processes and differences between and the importance of strategic, tactical, and operational planning in a Service Desk environment
  • Prior experience as a Service Center or Help Desk Manager, Supervisor or Support Center Team Lead
  • Excellent communication skills. 
  • Experience supporting Service and Operation Level Agreements]

  • Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI)
  • Must be US Citizen

 

DESIRED

  • Prior work experience with DOJ in a Service Desk environment on a 24x7x365 basis
  • ITIL v3 or v4 certification preferred
  • HDI certifications in CSR, SCA, SCTL, SCM, or DSM strongly preferred


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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