Senior IT Service Desk Manager - Secret Clearance

SAIC; Colorado Springs (CO); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Team management

Customer service

Communication

Organizational skills

Educación

Bachelor's degree

High School diploma with 10+ years experience

Herramientas

Incident tracking system

Service Desk software

DESMF/ITIL alignment

Descripción del empleo

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.