IT Service Center Manager | DoD Service Desk Lead, Secret Cleared

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

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.