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Service Desk Manager

Job ID: 218544
Location: MESA, AZ, United States
Date Posted: Jun 4, 2021
Category: Customer Support
Subcategory: Call Center
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: No
Benefits: Click here

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Job Description


The Service Desk (SD) Manager shall provide support for a national service desk supporting over 26,000 + end users. The SD Manager will manage the performance of Tier 0 through Tier 2 service desk agents and Field operations technicians ensuring compliance with established Service Level Agreements (SLAs). Leveraging ITIL and HDI best practices, The SD Manager will have a solid technical background combined with exceptional customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position. Communication skills are a must as the SD manager will be required to interact with all areas of leadership to further refine, optimize, and transform the service desk.


  • - Oversee 100% of the requests, incidents, and problems submitted through the ServiceNow ITSM platform.
  • - Manage customer issues through the ITSM tiers 0, 1, and 2 lifecycles.
  • - Train, coach, and mentor service desk agents including career development.
  • - Manage and train resources to ensure quality and consistency of service to customers.
  • - Manage and coordinate urgent and complicated support issues
  • - Operate as the single escalation point for all requests and incidents
  • - Ensure escalation and information within the organization are communicated properly
  • - Determine root cause of issues and communicate appropriately to internal and external customers
  • - Develop plan to ensure all Tier 1 obtain HDI Customer Service Representative cert
  • - Develop plan to ensure all Tier 2 obtain HDI Desktop Advanced Support Technician cert
  • - Provide data and reporting of KPIs and trends through weekly, monthly and ad-hoc as requested government reports.
  • - Conduct a ticket deep dive and develop strategies for improvements for recurring incidents
  • - Schedule all staff to ensure optimal coverage for every shift
  • - Communicate status/issues with customers
  • - Develop strategies/processes for improvement and or efficiencies
  • - Monitor and manage phone queue - Monitors Knowledge Management repository
  • - Review customer survey data and provide feedback



Bachelor's degree with 8-12 years (or commensurate experience)

Active/Current Top Secret security clearance

Help Desk Institute (HDI) or Service Desk Institute (SDI) certification 

ITIL v3 Foundation certification (ITIL v4 preferred) 

Experience with ITSM Service Desk, ServiceNow, Bomgar remote support tool


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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