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Service Desk Manager

Job ID: 2014938
Location: WASHINGTON, DC, United States
Date Posted: Sep 25, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: DOE Q
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC has a contingent job opportunity for a Service Desk Lead to support a Federal agency.  Join SAIC’s team to provide end users seamless information technology experience leveraging efficient use of enterprise-centric solutions, modern technologies and industry best practices.  Be part of the team defining the digital transformation journey for this federal agency.


The Service Desk Lead responsibilities can include:

  • Supervises the resolution of technical problems and manages a team of service desk personnel receiving support requests by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
  • Manages the diagnosis, identification, isolation, and analysis of problems utilizing historical database records. 
  • Ensures the proper routing of calls to product line specialists, application, or system support specialists. 
  • Ensures the maintenance and updates to records and tracking databases. 
  • Alerts management to recurring problems and patterns of problems.

This position is contingent upon contract award.

Qualifications

Qualifications

  • Bachelor Degree required; BS in STEM or Business preferred.
  • Must have Active Top Secret clearance; DOE Q Clearance preferred
  • Experience supporting both classified and unclassified IT environments.
  • Minimum of five (5) years or more experience with Enterprise IT Managed Services.
  • Experience in Enterprise IT Managed Services preferred supporting at least 100 sites and 3,000 end users.
  • ITIL v3 Foundation and ability to obtain the ITIL 4 Managing Professional certification within six months required.
  • Must be a US Citizen.
  • CONUS travel up to 10% of the time may be required.
  • Experience with National Nuclear Security Administration (NNSA) preferred.

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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