Service Desk Manager

Saic; Adelphi (MD); On-site; USD 120,000 - 160,000; Full time

Job summary

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) IT Modernization program at Adelphi, MD, providing leadership for enterprise IT services and incident resolution in support of ARL’s research mission.

The role oversees Tier I/II ticket management, quality assurance, and collaboration with network and software teams; requires active Secret clearance (Top Secret possible) and DoD-certified credentials; salary target $120,001–$160,000.

Qualifications

• BA/BS in computer sciences or information technology, or a high school diploma with four+ years of related experience.
• Minimum 10+ years of IT/Service Desk experience in an IT environment.
• Active Secret clearance; willingness to obtain Top Secret clearance.

Responsibilities

• Oversee Tier I and Tier II ticket management, queue managers, and QA analysts.
• Responsible for ticket assignment and completion.
• Lead quality control, service improvement and performance monitoring, and problem management.
• Provide Tier II end-user PC/server/mainframe support and hardware requests.
• Coordinate with Tier III and other teams for rapid resolution.
• Collaborate with network services and software teams to restore service and fix core problems.

Skills

Leadership

Escalation management

End-user support

Communication

Education

BA/BS in computer sciences or information technology

High School Diploma + 4+ years experience in IT/Service Desk

10+ years IT/Service Desk experience

Tools

IAT Level II Certification

Microsoft 365 Certified: Endpoint Administrator Associate

CCNA

ITIL v4 certification

Microsoft Windows OS certifications

Job description

Description

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL’s research mission.

The work is performed at the customer site in Adelphi, MD.

ARL’s unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization’s mission. ARL is the Army’s corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It’s diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers.

Some of ARL’s focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons.

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.

• Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
• Responsible for ticket assignment for completion
• Responsible and leads for quality control processes, service improvement and performance monitoring, and problem
  management
• Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
• Recommend system modifications to enhance the usability of Information Systems and network resources
• Route and eliminate requests to Tier III and other teams for quick customer issue resolution
• Work alongside network services, software systems engineering teams, and/or application development teams to restore
  service and correct core problems

Qualifications

EDUCATION AND EXPERIENCE:

• Must have a BA/BS in computer sciences or information technology, or a High School Diploma with four (4+) additional years of experience
• Must have at least ten (10+) years of relevant experience working in an IT or Service Desk environment

CLEARANCE REQUIREMENT:

• Must have an active Secret clearance. And must be willing to obtain a Top Secret clearance

CERTIFICATION REQUIREMENT:

• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP,
  GSEC, SSCP, etc.)
• Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
• CCNA highly preferred

DESIRED:

• Information Technology Infrastructure Library (ITIL) v4 certification
• A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)
• Proficiency with Microsoft Office products
• Experience creating and modifying documentation for technical processes and procedures
• Experience working in a Department of Defense (DoD) environment
• A problem solver and troubleshooter who thrives in resolving complex problems
• Strong self-starter requiring minimal supervision
• Excellent communication skills (written and oral) and interpersonal skills
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks

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