IT Service Center Manager

Science Applications International Corp.; Colorado Springs (CO); On-site; USD 100,000 - 140,000; Full time

Job summary

Science Applications International Corp. (SAIC) seeks an IT Service Center Manager to lead IT Service Desk Analysts and collaborate with End User Hardware, Field Technicians and other Service Teams on the NORAD/NORTHCOM Enterprise IT Services contract.

The role enforces DESMF guidelines, ensures documented processes, manages incidents and service requests, and maintains high customer satisfaction through effective communication and leadership.

Qualifications

• Must hold a Secret clearance and able to obtain TS/SCI.
• Bachelor's degree with 5+ years in Service Desk management or 6 years leadership in IT tasks; or HS with 10+ years and IAT Level II certs.
• Military or DoD contract experience is a plus.

Responsibilities

• Provide leadership and oversight of IT Service Desk Analysts.
• Ensure processes are documented and followed; liaise with Government Service Owners.
• Implement ITIL-compliant Service Desk systems to track incidents and service requests.
• Measure and report customer satisfaction; deliver reports to leadership.
• Maintain multiple communication channels and ensure a centralized service portal.

Skills

Leadership

Team building

Organizational skills

Communication skills

Professional demeanor

Education

Bachelor's degree

High School diploma

Tools

Incident tracking system

Self-help tools

DESMF / ITSM framework

Job description

Description

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.

Qualifications

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.

Target salary range: $100,001 - $140,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.