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Service Desk Operations and Maintenance Manager

Job ID: 2014288
Location: STERLING, VA, United States
Date Posted: Sep 15, 2020
Category: Program Management
Subcategory: Program Mgmt
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No

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Job Description

Description

  • We are currently seeking a motivated, career and customer oriented Operations & Maintenance Manager to join our team to begin an exciting and challenging career with SAIC in Reston VA.

Duties and Responsibilities: 
In this role you will lead the operations team responsible for maintaining the applications and system environment for our client. Build and lead the team responsible for incident, problem, and release management of all applications in the environment. Track and report on system and application performance.

Qualifications

Required Qualifications and experience: 
•    BS (computer science, engineering, or comparable technical degree) and 14 years experience with + 10 Years in relevant service desk positons (with 5 of those 10 years running a multi-tiered service desk)
•    Experience leading and managing overall day-to-day performance of the Service Desk. In depth knowledge and process management, quality control and general day-to-day Service Desk operations. Overall knowledge of Service Desk telecommunications and call routing; workforce management; and agent training
•    Experience creating and delivering on service level agreements
•    Build and manage operational support team and processes
•    Develop and implement incident management processes
•    Perform root cause analysis to identify recurring issues and provide recommended solutions
•    Establish close working relationship with client staff and support contractors to coordinate trouble calls
•    Participate in Risk Management committee
•    Identify risks related to operational support for system and applications
•    Develop and implement risk management strategies to address risks associated with systems and applications
•    Primary POC for system and applications operations and maintenance performance.
Experience leading operational teams of 12 or more

Experience in Service Desk & Technical support Operations

Managing a 24x7x365 Help desk (Tier 1,2)

Asset management and logistics

Field Service management (dispatch management)

Management Reporting & Analytics

Innovation and Continuous Improvement to reduce cost and optimize service delivery

•    Experience with ServiceNow and Remedy ITSM tools(certifications a plus)

     Desired Skills and experience:

•    Current Security Clearance
•    Certifications: ITIL
•    Experience in Logistics (asset management, warranty management, spares management)

US Citizenship required

 



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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