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Help Desk Manager

Job ID: 2013441
Location: COLORADO SPRINGS, CO, United States
Date Posted: Sep 3, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Top Secret
Potential for Remote Work: No

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Job Description


We are currently seeking a motivated, career and customer oriented Help Desk Manager to join our team to begin an exciting and challenging career with SAIC.

Primary Responsibilities:
•    Leads an all-star team of service desk technicians responsible for the maintenance and sustainment of all systems under the NORAD/USNORTHCOM Building 2
•    Works with the Network Operations Center, Technical Management Team and projects team to identify existing on ongoing issues associated with the networks
•    Responsible for managing all incoming trouble tickets and provide ability to understand and route standard versus non-standard fulfillment requests
•    Lead efforts to track, manage and delineate various incident reports and metrics
•    Lead efforts to do front line triage on incidents and provide Tier 1/2 level support to users
•    Develops functional requirements through interaction with end-users and coordinates with support teams on systematic enhancements or changes
•    Review and update current processes and procedures to ensure their accuracy in accordance with customer requirements and contract policies
•    Have the ability to learn and train junior personnel on new system changes as needed
•    Be the single focal point for all NORAD/USNORTHCOM incident and fulfillment requests
•    Provide support for implementation, troubleshooting and maintenance of IT systems 
•    Troubleshoot to determine problems for operating systems, applications, network, or mobile issues 
•    Ensure efficiency by identifying areas of improvement and recommending procedural changes that enables the Government to attain integrated outcomes that are effective
•    Mitigate risks by ensuring staff meet and exceed contractual requirements by directly interacting with operations team
•    Assign tasks to contractor personnel, supervising on-going technical efforts, and managing contract performance identified by the customer
•    Collaborate with other Service and Functional Leads to resolve customer related issues with company provided services


Basic Qualifications:
•    Currently possess an active Secret security clearance with ability to obtain Top Secret/SCI clearance
•    Hold DoD-8570 IAT II baseline certification (Security+CE) prior to start date
•    Bachelor's degree in a relevant technical discipline with 5+ yrs. of overall related experience (additional years of directly applicable experience may be accepted in lieu of a degree)
•    Prior experience overseeing staff and diverse technologies to include NOC Analysts, Subject Matter Experts, and Network Engineers 24x7x365
•    Demonstrated understanding and experience with NIPRNet
•    Demonstrated understanding and experience with SIPRNet
•    Ability to work in a 24/7 operation

Preferred Qualifications:
•    Demonstrated experience working with NIPRNet supporting the unclassified network system
•    Demonstrated experience working with SIPRNet supporting a classified network system
•    ITIL Foundations Certification
•    Excellent project, technical, interpersonal, presentation and problem management skills
•    Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts
•    Familiarization of DOD regulations and directives


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 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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