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Service Center Project Manager

Job ID: 2115435
Location: WASHINGTON, DC, United States
Date Posted: Nov 24, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

SAIC is looking for outstanding leader to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

As the Service Center Project Manager, you will be responsible for the overall performance and management of the helpdesk call center and associated work groups. Working within the ISC Team, you will serve as the Subject Matter Expert for all helpdesk operations and issues. This role will supervise the day-to-day activities of the Helpdesk Managers and subordinate Supervisors, Team Leads, Analysts, and Technicians.  

This is a remote position.  Estimated travel is 10-15% depending on location.   Travel includes 1 week per quarter at the Tennessee office locations.  Periodic travel may also include Oklahoma City, OK or Washington, DC.

Responsibilities:

  • Responsible for overall performance and management of the Helpdesk Service Center.
  • Serve as the primary leadership liaison between the Service Center and Government Personnel.
  • Manage a variety of Service Center teams through subordinate managers/supervisors. Support areas include Tier 1 and 2 Helpdesk, Quality Control, Reporting, and Special Projects. 
  • Lead and manage the achievement of customer service objectives including Service Center SLAs.
  • Oversee the successful completion of Service Center daily, weekly, monthly, quarterly, and annual deliverables.
  • Lead, design, recommend, and implement improvement initiatives to support FAA ISC productivity, customer service, quality, and financial goals.
  • Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.
  • Exercise independent judgment within generally defined objectives and policies. 
  • Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
  • Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service.
  • Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.
  • Effectively communicate and collaborate with other operational groups within the FAA ISC contract.
  • Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.

Qualifications

Required Education & Experience

  • Bachelor’s degree in an IT related field with 14 years of related experience or Master’s Degree in an IT related field with 12 years’ of related experience.
  • 5+ years’ experience as a manager or supervisor of an IT Help Desk with at least 15 technicians.
  • At least 6+ years of progressively more responsible experience supporting projects including at least 4 years of Project Manager experience
  • Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports.  Interact daily with staff and/or functional peer groups and customers.
  • Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
  • Excellent customer service skills and be well versed in the Service Desk environment to include managing SLAs.
  • Strong understanding of multi-channel Service Desk metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.
  • Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.
  • Possess or have the ability to obtain HDI Service Center Manager within 12 months.
  • Must be willing to work effectively within a team environment in a fast-paced role.
  • Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.

Required Clearance

  • Must be a US Citizen with the ability to obtain a Public Trust clearance.

Desired Experience

  • Experience in oversight and management of Service Desk technicians; preferably with personnel located in multiple locations.
  • Familiar with standard corporate security policies.
  • Experience supporting multiple customers and service owners within a large government agency.


COVID Policy: Prospective and/or new employees are 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. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.
Target salary range: $125,001 - $150,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


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.

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