Service Desk Manager | DoD IT Operations & Escalations Lead

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

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.