The successful candidate must have excellent customer service
skills and be well versed in the Service Desk environment.
- Motivate and lead the team to meet set goals and objectives
- Oversee the appropriate development and retention of documentation
- Communicate with other departments, senior management, functional
peer groups, technical staff and customers to ensure satisfactory customer
support and gain cooperation.
- Maintain and follow detailed operational procedures ensuring
contract terms are met, and will continuously improve quality of service
delivery and provide value added customer services.
- Communicate moderately complex or technical information, ideas and
results effectively in both oral and written form; compose correspondence
- Interact daily with staff and/or functional peer groups and
- Provide focus to staff by established policies and procedures and
implements and administers policies that affect employees.
Require Education & Experience
Bachelors and five (5) years or
more of progressively responsible experience; Masters and three (3) years
or more experience; Six (6) years of general experience is considered
equivalent to a Bachelor’s Degree.
3+ years of managing/supervising service desk staff is required.
Recent management or supervisory experience within the previous 12 months is required.
Experience with a variety of domain/email account administration tools and familiar with standard corporate security policies.
This position requires that all candidates have or are able to obtain an Interim Secret clearance
Required Skills and Certifications
Foundation V4 or the ability to obtain the certification
HDI Service Center Manager or the ability to obtain the certification
analytical, and reasoning skills as well as the ability to communicate
complex ideas and provide innovative solutions.
Excellent customer service skills and be well versed in the Service Desk environment.
A strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.
Ability to exercise independent judgment within generally defined objectives and policies.
Ability to oversee the appropriate development and retention of documentation and records.
Ability to communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
Ability to gather, interpret and present operational metrics to determine trends affecting performance goals.
Ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports.
Ability to perform full
range of managerial duties for employees supervised, including
recruitment, salary administration, performance reviews, counseling and
Knowledge in standard service
desk practices, ITIL, and ISO 9000.
Must have or be able to obtain an Interim Secret Clearance
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 ongoing news, please visit our newsroom. EOE AA M/F/Vet/Disability