Job ID: 218544
Location: MESA, AZ, United States
Date Posted: Sep 25, 2021
Category: Customer Support
Subcategory: Call Center
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
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.
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.