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Service Delivery Manager

Job ID: 2016907
Location: AUGUSTA, GA, United States
Date Posted: Oct 28, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes

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Job Description

Description

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

Description:

Manages subordinate management and/or experienced specialist employees who exercise significant latitude and independence.  Establishes operational objectives and work plans, and delegates assignments to subordinates.  Manages multiple departments – including Service Desk Supervisors, Service Request managers and ITIL Service Management Processes such Major Incident Management. Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Requires interaction with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources.  

Duties:
• Manages Service Desk Supervisors and provides guidance to manage, schedule staff and operate Service Desk processes to meet customer defined SLAs.
•    Assignments are objective oriented based on defined areas of responsibility.  Work is reviewed and measure by management in terms of meeting the organization's objectives and timelines. 
•    Manage ITIL Service Management operations and technical staff related to Service Desk activities such as Major Incident Management and Problem Management.
•    Administers company policies that directly affect subordinate employees.  Recommends changes to unit or sub-unit policies. Involved in development of budgets, schedules and performance standards
•    Provides direction to subordinate managers and staff according to established policies and management guidance.  
•    Secondary escalation point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
•    Interacts frequently with internal and external management and senior-level customer representatives concerning projects, operational decisions, scheduling requirements, and/or contractual clarifications. Leads briefings and technical meetings for internal and external representatives. 
•    Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit.  
•    Decisions impact work unit operations.  Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules and require the allocation of more people and financial resources. 
•    Interacts internally with project leadership, subordinates and other supervisors.  External interactions typically with suppliers, vendors and/or customers for information sharing and basic problem resolution.
•    Functions independently and provides assistance to managers and addresses more complex problems that are challenging and more complex or impactful.

Qualifications

 Requirements:
• Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
• Bachelor’s Degree and 14 years related experience or equivalent.
• Previous computer technical support preferred.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Knowledgeable of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows 7 and 10 Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
Requirements:
• Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
• HS degree + 5 years prior Service Desk / Help Desk Management experience required; or, AA Degree in related discipline + 8 years’ service desk experience; or Bachelors and six (6) years or more related experience; Masters and five (5) years or more related experience ; PhD or JD and three (3) years or more related experience
•    Previous experience managing IT Service Desk for a Federal Government Agency
•    Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
•    Knowledgeable of Active Directory to unlock and reset passwords.
•    Proficient with troubleshooting all Windows 7 and 10 Operating systems.
•    Ability to troubleshoot and resolve email issues, specifically MS Outlook.
•    Ability to communicate clearly and professionally, both verbally and in writing.
•    Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.

HDI CSR preferred 
ITIL v3 or v4 preferred



Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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