IT Service Center Manager

SAIC•Colorado Springs, CO

About The Position

SAIC is seeking an IT Service Center Manager to support the NORAD/NORTHCOM Enterprise Information Technology Services (NITES) contract. The manager leads and oversees IT Service Desk Analysts and collaborates with other Service Center teams, including End User Hardware, Field Technicians, and other Service Teams. The role provides leadership and guidance on customer service, telephone etiquette, ticket completion and routing, service desk responsibilities, and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF). The manager ensures processes and procedures are documented and followed, oversees the team, and communicates directly with Government Service Owners. The role implements and manages Government-approved, ITIL-compliant service desk systems to collect, track, and manage incidents and service requests. It also measures customer satisfaction, gathers leadership feedback about the quality and responsiveness of IT services, and develops customer satisfaction reports. The manager helps provide multiple communication channels and makes service availability and access procedures available through a centralized service portal, phone, and command announcements. The position also ensures the IT Service Catalog provides access to the provider’s catalog and online request forms. Strong communication, team-building, organizational, and leadership skills are needed to manage schedules and tickets and provide consistent guidance.

Requirements

Must hold a Secret clearance and be able to obtain TS/SCI clearance.
Must meet one of the stated experience and education pathways: a bachelor’s degree and five years of experience plus six years of experience in Service Desk management and/or leadership in an IT task; or a high school diploma and ten years of experience.
Must maintain IAT Level II certifications, such as Security+ or equivalent.
Experience managing teams and strong leadership skills.
Strong communication, team-building, and organizational skills.

Nice To Haves

Military experience or Department of Defense contract experience.

Responsibilities

Lead and oversee IT Service Desk Analysts, collaborating with End User Hardware, Field Technicians, and other Service Center teams.
Provide guidance on customer service, telephone etiquette, ticket completion and routing, service desk responsibilities, and request fulfillment in accordance with DESMF.
Ensure processes and procedures are documented and followed.
Oversee the team and maintain direct contact with Government Service Owners.
Implement and manage Government-approved, ITIL-compliant service desk systems for collecting, tracking, and managing incidents and service requests.
Measure customer satisfaction with IT services and poll directorate leadership on service quality, responsiveness, and perceived value.
Develop customer satisfaction results reports for delivery.
Provide customers with multiple Service Desk communication channels, including voice messages, email, and chat.
Provide users with information about service availability and procedures for obtaining services through a centralized service portal, phone, and command announcements.
Ensure the IT Service Catalog provides access to the service provider’s catalog and online submission forms for service and product requests.
Communicate with the team and management chain, build the team, and manage schedules and tickets while providing consistent guidance and leadership.
Maintain a professional demeanor.