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Help Desk Manager

Job ID: 2019701
Location: SILVER SPRING, MD, United States
Date Posted: Jan 5, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description


Provide onsite and remote support (e.g. if the physical facility is closed due to emergencies, weather related issues; or Virtual Desktop Infrastructure (VDI) if Contractor’s presence is not at the site location; or for Tier 1 support, etc.) support for the NOAA5006 system and its end users.  Coordinated with Tier-0 and Tier-1 services, currently implemented as a corporate shared service using ServiceNow tool. Remotely install, configure, upgrade and troubleshoot client computing software including operating systems, common helper applications/middleware, and common office automation applications for remote support. Troubleshoot and provide resolution to problems using all tools necessary to connect into computers when remote support is required while working with users on the phone to resolve a problem. 

LEADERSHIP AND MANAGEMENT: Directly supervises individual contributors (skilled technicians, administrative support) and/or entry level professionals (accountants, entry-level engineers) 

KNOWLEDGE/SKILLS AND ABILITY: Experience working with Service Now. 

PROBLEM COMPLEXITY: Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit.  

FREEDOM TO ACT: Assignments are task or activity oriented.  Work is reviewed for soundness of judgment and overall quality and efficiency. 

LIAISON: Interacts internally primarily with subordinates and other supervisors.  External interactions is typically with suppliers, vendors and/or customers.  Primary purpose of liaison is information sharing and basic problem resolution. 


Bachelors and ten (10) years or more of related experience; Masters and six (6) years or more experience; PhD and 0 years related experience

CLEARANCE: Must have the ability to receive NOAA Public Trust; having existing NOAA Public Trust (current NOAA Contractor) is preferred


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 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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