Job ID: 2120229
Location: STERLING, VA, United States
Date Posted: Dec 23, 2021
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here
This position is in support of U.S. Customs and Border Protection (CBP) ITI Program across the United States. The Operational & Maintenance (O&M) Support Manager is responsible for managing the Help Desk subtask on the contract. The O&M Help Desk Support Manager reports to the Operations Manager, and plans, coordinates, and manages all the actions taken by the O&M Help Desk Service Desk Agents to execute all of the support work as defined in the PWS . The Help Center focuses on break-fix support of License Plater Readers, sensors, strobes, signage, etc., located at ports of entry into the United States.
The O&M Help Desk Support Manager determines how to use team resources to meet incident management schedules, goals and service levels, and provides guidance to and leads and motivates the team of 26 Service Desk Agents, Subject Matter Experts (SMEs), Data Analyst, and Business Analyst to meet SLAs and provide excellent customer service. Focuses on process improvement by recommending improvements to support O&M dashboard tools, processes and systems.
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.