03 Sep
IT Service Desk Manager
District of Columbia, Washington , 20001 Washington USA

Vacancy expired!

Job ID: 2111080

Location: WASHINGTON , DC , US

Date Posted: 2021-07-24

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: NoDescription SAIC is seeking an

IT Service Desk Manager to support a large federal government agency. Employee will perform on-site, at a secure government location Monday through Friday during normal business hours. Employee will be required to provide occasional after-hours and weekend support during planned or unplanned events. Description of Duties:
  • Oversee all customer support requests through service management ticketing system.
  • Manage customer issues throughout the customer service lifecycle (including Tiers 0/I/II).
  • Monitor and manage phone queues.
  • Provide data, trend analysis and reporting, including weekly, monthly and ad-hoc reports.
  • Communicate management direction to the team, report issues and provide status to stakeholders.
  • Train, coach and mentor service desk agents to ensure quality and consistency of service.
  • Analyze trends, customer surveys and other data to develop strategies for service improvement.
  • Develop, manage and maintain schedules to ensure optimal coverage for all shift.
Qualifications

Required Education & Experience
  • Bachelors degree and 9 years; Masters degree and 7 years experience; May accept experience in lieu of degree.
  • Experience managing a 24x7 IT service desk with 50 or more program staff including direct labor, subcontractors and suppliers.
  • Experience in personnel management. Possesses the ability to develop leadership and management skills that require mentoring and feedback from supervisors.
  • Ability to escalate program issues to management for assistance.
  • Provide input to corporate activities including performance reviews, compensation-related actions, and staffing and hiring recommendations. Raise personnel issues to appropriate internal support elements.
  • Ability to act independently while routinely being reviewed for soundness of judgment and overall quality and content.
  • Excellent communication and interpersonal skills.

Required Clearance
  • Interim Secret clearance to start work. Must be able to receive final Secret clearance.

Desired Experience and Certifications
  • Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
  • ITIL Foundations Certification
  • Experience with ServiceNow
  • ISO-20000
COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.My SAIC Benefits.

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