Join our Talent Network >

Service Desk Manager

Job ID: 2114569
Location: HUNTSVILLE, AL, United States
Date Posted: Oct 2, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

Share: mail

Job Description

Description

SAIC has a contingent job opportunity for a Customer Service Manager (Service Desk Manager)to lead a Federal Service  Desk Program.  The program must sustain the productivity of agency personnel by providing accurate, courteous, timely  and effective customer service desk, remote server management and network support services on a 24x7x365 basis.   

 

The Customer Service Manager responsibilities can include: 

- Incident Management Pro cess Owner 

- Ensures day-to-day Service Desk and systems monitoring for all sites 

- Provides program oversight and project status 

- Identifies, addresses and reports on all risks and issues 

- Manage Tier 1 HP Service Manager incident queue for all services 

- Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance  

- Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction  

- Manage service to Service and Operation Level Agreements  

- Interacts with management and other solver groups to facilitate timely incident resolution  

- Ensures quality control by analyzing HP Service Manager incident progression to improve customer service to meet and  exceed customer expectations  

- Manage the application of metrics to increase efficiency and solve issues.  

- Reviews and analyzes metric reports and other supporting reports 

- Approves implementation of performance improvements 

- Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals  

- Works with EOCU staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk
 troubleshooting and standard operating procedures  

- Leverage feedback mechanisms  to acquire information from both end users/customers and feed into CSI for
 enhancements 

- Works with Problem and Change Management teams to resolve underlying root cause of incidents 

- Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for  leadership 

- Liaison with Release Management and Transition Planning and Support Personnel for awareness of modifications of
 procedures in support of changes deployed 

- Accountable for the identification and implementation of improvement activities for the Incident Management Process and  Service Desk function as part of CSI 

Qualifications

- Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD
 and nine (9) years or more experience 

- Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage  and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for
 CONUS/OCONUS locations supporting 50,000 users or more.   

- ITIL Foundations certification  

- Excellent communication skills.  

- Experience supporting Service and Operation Level Agreements. 

- Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI) 

- Must be US Citizen 

 

 

DESIRED 

- Prior work experience with DOJ in a Service Desk environment on a 24x7x365 basis  - PMP Certification 

- ITIL Practitioner certification 



COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. 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. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.


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.

Share: mail

Similar Jobs

NASA Cloud Computer Engineer Chief

HUNTSVILLE, AL, United States
Information Technology

Help Desk Support Services Specialist Senior

HUNTSVILLE, AL, United States
Information Technology

NASA Network Engineer Principal

HUNTSVILLE, AL, United States
Information Technology

Senior Data Scientist

HUNTSVILLE, AL, United States
Information Technology

Linux System Administrator

HUNTSVILLE, AL, United States
Information Technology

Windows System Administrator

HUNTSVILLE, AL, United States
Information Technology

Web UI/UX Designer

HUNTSVILLE, AL, United States
Information Technology

NASA Network Engineer

HUNTSVILLE, AL, United States
Information Technology

NASA Systems Administrator

HUNTSVILLE, AL, United States
Information Technology

Systems Administrator

HUNTSVILLE, AL, United States
Information Technology

Deputy Customer Service Desk Manager

HUNTSVILLE, AL, United States
Information Technology

Help Desk Support Services Specialist

HUNTSVILLE, AL, United States
Information Technology

Service Desk Manager

HUNTSVILLE, AL, United States
Information Technology

Tier 2 Operations Manager

HUNTSVILLE, AL, United States
Information Technology

Service Desk Analyst

HUNTSVILLE, AL, United States
Information Technology

NASA Network Engineer Principal

HUNTSVILLE, AL, United States
Information Technology

NASA Senior AWS Automation Engineer

HUNTSVILLE, AL, United States
Information Technology

Senior Systems Administrator

HUNTSVILLE, AL, United States
Information Technology

Junior Systems Administrator

HUNTSVILLE, AL, United States
Information Technology

Service Desk Analyst

HUNTSVILLE, AL, United States
Information Technology

NASA Cloud Computer Engineer Sr

HUNTSVILLE, AL, United States
Information Technology

PC Maintenance Technician

HUNTSVILLE, AL, United States
Information Technology