Customer Service Center Manager

SAIC

2d•$40,001 - $80,000•Remote

About The Position

SAIC Is seeking a Customer Service Center Manager to support a large government customer. Responsible for overseeing and leading the service desk team. Leads IT support, overseeing staff, daily operations, and ensuring timely, high-quality technical assistance for end-users by managing tickets, monitoring SLAs, developing processes (like escalation/incident management), fostering team growth, and bridging communication between users, staff, and senior management to align IT support with business goals.

Requirements

10 years of experience in leading and managing an IT service desk for enterprises.
Bachelor of Computer Science, Information Systems or related field preferred.
Experience in providing service delivery to achieve defined SLAs
Google Workspace
Certs: ITILv4 and HDI Support Center Manager (HDI-SCM) Certification.
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust
Strong leadership, mentoring, and communication.
Deep understanding of ITIL/ITSM frameworks.
Problem-solving and analytical skills.
Focus on customer service and satisfaction

Responsibilities

Team Leadership: Recruit, train, mentor, and manage IT support staff, fostering a positive environment and managing performance.
Operational Oversight: Manage daily help desk operations, including ticket queues, response times, and resolution processes, ensuring SLAs are met.
Service Improvement: Analyze performance metrics (KPIs, user satisfaction), identify areas for improvement, and implement new strategies and best practices (like ITIL).
Escalation & Problem Management: Act as the first point of escalation for complex issues, manage major incidents, and develop preventative strategies.
Stakeholder Communication: Liaise with senior management, other IT groups, and business stakeholders to understand needs and report on service desk performance.
Documentation: Create and maintain standards, procedures, onboarding materials, and FAQs for support processes.
Monitoring incident/request dashboards and reports.
Setting team schedules and coverage.
Conducting regular team meetings to discuss performance and satisfaction.
Making recommendations for tech updates and improvements.
Ensuring compliance with IT governance frameworks.