Service Desk Manager

SAIC • Adelphi, MD

1d • Onsite

About The Position

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL’s research mission. The work is performed at the customer site in Adelphi, MD. ARL’s unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization’s mission. ARL is the Army’s corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It’s diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. Some of ARL’s focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons. The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.

Requirements

• Proven Service Desk Manager experience
• Experience supporting Enterprise IT services
• Experience with Tier I and Tier II ticket management
• Experience with queue management
• Experience with Quality Assurance Analysts
• Experience with ticket assignment for completion
• Experience with quality control processes
• Experience with service improvement
• Experience with performance monitoring
• Experience with problem management
• Experience providing Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
• Experience recommending system modifications
• Experience routing and escalating requests to Tier III and other teams
• Experience working alongside network services, software systems engineering teams, and/or application development teams

Responsibilities

• Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
• Responsible for ticket assignment for completion
• Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management
• Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
• Recommend system modifications to enhance the usability of Information Systems and network resources
• Route and escalate requests to Tier III and other teams for quick customer issue resolution
• Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed