IT Service Desk Manager Job at SAIC, Washington DC

a3R2TWYxQ3JzOGpGY1VDYURpQXk1YWVoMmc9PQ==
  • SAIC
  • Washington DC

Job Description

Description

We are currently seeking a motivated, career and customer service oriented IT Service Desk Manager

The Manager will manage the Support Desk and oversee staff assigned to help desk activities. Candidate will be required to have experience providing support and managing in a Federal Government environment. The Support Desk Manager will communicate with customers calling for support on policies and/or support with e-Library system and will be required to become very familiar with policies and guidelines. The candidate will utilize practical knowledge of the organization’s systems, applications, regulations, and best practices. Experience supporting document/records management system is preferred.

Other Duties:

  • Proactively route all incidents and service requests, and resolve business requests pertaining to business applications, and in accordance with the NNSA Service Desk standard operating procedures.
  • Produce a routine performance and trend analysis reports, to include mitigation recommendations.
  • Provide management support during standard business hours, respond to support desk calls and initiate tickets as appropriate.
  • Manage quality of all support services provided by the Service Desk, including ticket metadata, timeliness, customer engagement, escalations, and overall quality of work performed.
  • Attempts first resolution of any business incidents, utilizing provided scripts, Knowledge Based Articles (KBAs), etc. Reference KBAs where appropriate prior to escalation.
  • Escalate all incidents where unable to resolve with appropriate communication.
  • Upon request, provide inputs for stakeholder communications (internal and external) and trainings.
  • Manage and maintain Knowledge Based Articles.

Qualifications

Required:

  • Bachelor's degree and 5 years of experience or equivalent
  • Experience managing a desk side support team including hands-on experience troubleshooting and resolving Tier I and Tier II issues
  • Experience in a Federal Government environment
  • T/S or DOE Q level clearance preferred.  Abililty to obtain is required. US Citizenship is required.
  • Experience managing teams of 15+ people with multiple leads
  • Experience with managing relationships with a Federal customer

Desired:

  • ITIL certified
  • Experience managing employees at remote sites

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.


Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


Job Tags

Remote job,

Similar Jobs

Aroma360

Full Stack Shopify Developer Job at Aroma360

 ...focused on creating seamless, high-performance ecommerce experiences that embody our elevated brand. We're looking for a Full Stack Shopify Developer to help us drive that vision - someone with strong technical chops, a sharp eye for detail, and the ability to lead and... 

The Nagler Group

Executive Assistant Job at The Nagler Group

 ...Executive Assistant Temp to Perm Location: Dorchester, MA Schedule: 100% onsite; potential for 12 remote days/week after training Hours: 3040 hours/week Pay: $30$40/hour Key Responsibilities Executive Support & Office Management Schedule... 

CommonSpirit Health

Urology, Urology Physician Job at CommonSpirit Health

 ...in their specialty What we offer: Competitive compensation and a comprehensive benefits package Additional fully funded Pension in addition to 403(b) Savings Plan Relocation Assistance Sign-On Bonus Student loan repayment for qualified candidates... 

21st Century Personnel

Truck Driver Local Job at 21st Century Personnel

Local Truck DriverMUST live within 30 miles of Punta Gordato apply.MUST be willing to start off working nightsNow hiring experienced and...  ...daily. 2 runs per day.Tues - Sat: Off Sunday and MondayExperience Required:6 months solo OTR experience (after training) within... 

Keurig Dr Pepper Inc.

Warehouse Picker Order Selector Job at Keurig Dr Pepper Inc.

 ...need to perform general housekeeping duties in the warehouse and other duties as assigned. Shift and Schedule: Full-time Monday- Friday 11am finished Flexibility to work overtime and weekend as needed is required About You We are looking for a self-...