IT Service Center Manager

SAIC • Colorado Springs, CO

6d

About The Position

SAIC is seeking an IT Service Center Manager to lead and oversee IT Service Desk Analysts and collaborate with other Service Center teams, including End User Hardware, Field Technicians, and other Service Teams. The position supports the NORAD/NORTHCOM Enterprise Information Technology Services (NITES) contract. The manager provides leadership and guidance on customer service, telephone etiquette, ticket completion and routing, general service desk roles and responsibilities, and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF).

Requirements

• Hold a Secret-level clearance and be able to obtain a TS/SCI clearance.
• Meet one of the listed education and experience pathways: a bachelor's degree and 5 years of experience plus 6 years of Service Desk management and/or leadership experience on an IT task; or a high school diploma and 10 years of experience, with an IAT Level II certification such as Security+ or equivalent.
• Have experience managing teams and strong leadership skills.

Nice To Haves

• Military experience or Department of Defense contract experience.

Responsibilities

• 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, such as incident tracking systems and self-help tools, to collect, track, and manage Incidents and Service Requests.
• Measure end-user satisfaction with IT services and poll directorate leadership about service quality, responsiveness, and perceived value to their mission; develop customer satisfaction results reports.
• Provide multiple communication channels to the Service Desk, including voice messages, email, and chat.
• Inform users about service availability and procedures for obtaining services through the 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 effectively with the team, build the team, and organize schedules and tickets while providing consistent guidance and leadership.
• Communicate throughout the management chain and maintain a professional demeanor.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager