IT Service Center Manager

SAIC; Colorado Springs (CO); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

SAIC is seeking an IT Service Center Manager to lead the Service Desk Analysts and coordinate with End User Hardware, Field Technicians and other IT teams on a DoD DESMF-based environment.

You will implement ITIL-compliant processes, manage incidents and service requests, and drive customer satisfaction. A Secret clearance with TS/SCI eligibility is required, along with relevant leadership experience in a DoD setting.

Qualifications

• Must hold a Secret level clearance and able to obtain TS/SCI.
• Bachelor's degree plus 5 years in Service Desk management or leadership in an IT task, or HS plus 10 years experience with IAT Level II certifications (Security+ or equivalent).
• Experience managing teams within a Service Desk environment and leadership skills in a DoD context is a plus.

Responsabilités

• Lead IT Service Desk Analysts and collaborate with End User Hardware, Field Technicians and other Service Teams.
• Implement ITIL-compliant Service Desk processes and incident tracking systems.
• Measure and report customer satisfaction and service value to leadership.
• Provide multi-channel communication for users via phone, email, and portal.
• Maintain the IT Service Catalog and ensure accessibility of service forms.

Connaissances

Leadership

Team management

Customer service

Communication

Organizational skills

Formation

Bachelor's degree

High School diploma with 10+ years experience

Outils

Incident tracking system

Service Desk software

DESMF/ITIL alignment

Description du poste

SAIC is seeking a qualified IT Service Center Manager who has experience with leadership and oversight of IT Service Desk Analysts, working collaboratively with other Service Center Teams like End User Hardware, Field Technicians and other Service Teams. This position with support the NORAD/NORTHCOM Enterprise Information Technology Services (NITES) contract. Candidate will provide leadership and guidance on customer service, telephone etiquette, ticket completion, routing tickets and general service desk rolls and responsibilities and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF).

Candidate will:

• Ensure all processes and procedures are documented and followed. Provide oversight to team and be in direct contact with Government Service Owners.
• Implement and manage Government-approved, ITIL-compliant Service Desk systems (e.g., Incident tracking system, self-help tools), to collect, track, and manage Incidents and Service Requests received by the Service Desk.
• Measure customer satisfaction with IT services provided to end users, poll directorate leadership on quality, responsiveness, and perceived value of IT services in completing their directorate mission. Develop customer satisfaction results reports for delivery
• Provide customers with multiple alternative communications channels to the Service Desk, including voice messages, email, and chat. Provide users with information about the availability of services and the procedures for obtaining these services via a centralized service portal, phone, and command announcements
• Ensure IT Service Catalog provides access to service provider's IT service catalog and online submission forms for service and product requests.
• Effective communication with team, team building skills, and organizational skills to manage schedules, tickets and provide consistent guidance and leadership.
• Provide communication up and down management chain, carry a profession demeanor

Required Qualifications:

• Must hold a Secret level clearance and able to obtain TS/SCI
• Bachelors and 5 years of experience plus 6 years of experience in Service Desk management and or leadership in an IT task, or HS plus 10 years of experience and maintain IAT Level II certifications (Security + or equivalent)
• Have experience managing teams within a team and good leadership skills. Military experience or DOD contract experience is a plus in this environment.