Service Desk Manager

SAIC

389d • $80,001 - $80,001 • Remote

About The Position

The Service Desk Manager at SAIC is responsible for overseeing the performance and management of a 24/7/365 Service Desk team, ensuring cohesive operations across shifts and delivering exceptional customer service. This role involves developing knowledge-based articles, managing incident responses, and leading communication with key government personnel to enhance user experience and service quality.

Requirements

• 4+ years' experience in Service Delivery Management.
• Must be a US Citizen with the ability to obtain a Public Trust clearance.
• Must possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
• Must be willing to work effectively within a team environment in a fast-paced role.

Nice To Haves

• Past experience serving an independent, complex government agency.
• Experience in oversight and management of Service Desk support; preferably with personnel located in multiple locations.
• Familiar with standard corporate security policies.
• Strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
• Excellent customer service skills and be well versed in the Service Desk environment to include managing SLAs.
• Strong understanding of multi-channel Service Desk metrics and the ability to motivate and lead a team that can meet set goals and objectives.
• Ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

Responsibilities

• Responsible for overall performance and management of a 24/7/365 client-facing Service Desk.
• Lead monitoring and achievement of Service Center contractual SLAs.
• Lead communication between SAIC and key Government Personnel regarding User Experience, process improvement, and other topics.
• Provide timely responses to the customer including the creation of ServiceNow reports and dashboard requests for internal and external stakeholders.
• Work with the ServiceNow development team to continuously improve the TCloud Portal.
• Create knowledge-based articles for standard services the Service Desk provides to customers.
• Lead the priority 1 and priority 2 incidents including maintaining proper communication to the affected users.
• Provide timely notifications of upcoming work such as security patching, enhancements to the environment, etc.
• Support Problem Management and implementing process improvements as a result of problem management.
• Design and review Service Desk metrics to determine ways to improve quality of service.
• Ensure the accuracy and completeness of ticket data, including categorization, prioritization, troubleshooting, and resolution details.
• Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
• Identify opportunities to streamline service desk workflows, implement automation tools, and leverage supported tools/technologies to enhance efficiency and productivity.
• Provide a weekly report highlighting the team's accomplishments in addition to the monthly contract SLA reporting.
• Perform analysis and enhancement of available dashboards/reporting, track team assignments and drive incidents and service request tickets to closure.
• Lead creation, review, and submission of contractually required deliverables.
• Contribute customer service information and recommendations to strategic plans and reviews.
• Communicate with other departments, senior management, functional peer groups, technical staff, and customers to ensure satisfactory customer support and gain cooperation.
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value-added customer service.
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling, and employee development.
• Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.

Benefits

• Competitive salary range of $80,001 - $120,000 based on experience and other factors.
• Ongoing application acceptance with no deadline for submissions.
• Flexible work environment with remote work options.
• No COVID-19 vaccination requirement, but customer site vaccination requirements must be followed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 10,001+ employees