IT Service Center Manager

SAIC•Colorado Springs, CO

2d•Onsite

About The Position

SAIC is seeking an experienced IT Service Center Manager to support a dynamic IT services program at Peterson Space Force Base, Colorado Springs, CO. This is an on-site leadership role responsible for the day-to-day oversight and operational management of a multi-tiered IT Service Center team supporting Department of Defense (DoD) personnel. The Service Center operates during business hours, Monday through Friday, 6:00 AM – 6:00 PM Mountain Time. The Service Center Manager will provide hands-on leadership and supervision across all service delivery tiers, ensuring consistent, high-quality IT support is delivered in alignment with program requirements, SLAs, and ITIL best practices.

Requirements

Experienced IT Service Center Manager
Support a dynamic IT services program
On-site leadership role
Day-to-day oversight and operational management of a multi-tiered IT Service Center team
Support Department of Defense (DoD) personnel
Service Center operates during business hours, Monday through Friday, 6:00 AM – 6:00 PM Mountain Time
Hands-on leadership and supervision across all service delivery tiers
Ensure consistent, high-quality IT support is delivered in alignment with program requirements, SLAs, and ITIL best practices
Ensure adequate staffing coverage across all shifts within the 6:00 AM – 6:00 PM MT business hours window
Serve as the primary point of escalation for complex or sensitive issues requiring leadership intervention
Monitor team performance, workload distribution, and queue management to ensure timely resolution of incidents and fulfillment of service requests
Conduct regular team meetings, one-on-ones, and performance reviews to foster professional development and accountability
Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and work instructions to support consistent service delivery
Coordinate with program management and government stakeholders to communicate service status, trends, and improvement initiatives
Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance
Drive continual service improvement initiatives leveraging ITIL frameworks and industry best practices
Work collaboratively with all other Operations team leads and technical teams across the program to ensure seamless ticket escalation, resolution coordination, and communication
Support onboarding and training of new Service Center personnel
Ensure all team members maintain required certifications and clearance levels in accordance with program requirements

Nice To Haves

ITIL best practices

Responsibilities

Oversee the daily operations of a multi-tiered Service Center team, ensuring adequate staffing coverage across all shifts within the 6:00 AM – 6:00 PM MT business hours window
Serve as the primary point of escalation for complex or sensitive issues requiring leadership intervention
Monitor team performance, workload distribution, and queue management to ensure timely resolution of incidents and fulfillment of service requests
Conduct regular team meetings, one-on-ones, and performance reviews to foster professional development and accountability
Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and work instructions to support consistent service delivery
Coordinate with program management and government stakeholders to communicate service status, trends, and improvement initiatives
Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance
Drive continual service improvement initiatives leveraging ITIL frameworks and industry best practices
Work collaboratively with all other Operations team leads and technical teams across the program to ensure seamless ticket escalation, resolution coordination, and communication; the program encompasses multiple specialized teams and the Service Center Lead serves as a critical integration point, ensuring incidents and requests are routed, escalated, and resolved efficiently across all functional areas
Support onboarding and training of new Service Center personnel
Ensure all team members maintain required certifications and clearance levels in accordance with program requirements