It Service Center Manager

It Service Center Manager


It Service Center Manager

Details of the offer


SAIC has a contingent job opportunity for a IT Service Center Manager (Service Desk Manager) to support key components a Federal Service Desk Program. The program must sustain the productivity of agency personnel by providing accurate, courteous, timely and effective customer service desk, remote server management and network support services on a 24x7x365 basis.
The Service Center Manager responsibilities can include:

Service Management Operations (Incident Management, Major Incident Management, Problem Management) Process Owner

Ensures day-to-day IT Service Desk staffing and systems availability for supporting incident and request fulfillment

Provides Service Desk management oversight

Identifies, addresses and reports on all risks and issues

Management and operations of IVRs, Call Managers and ACDs used in Service Desk environments

Manage service to Service and Operation Level Agreements

Interacts with management and resolver groups to facilitate timely incident resolution

Ensures quality control by analyzing incident progression to improve customer service to meet and exceed customer expectations

Proivide input to maintain and update Tier 1 Service Desk procedure and protocol manuals

Leverage feedback mechanisms to acquire information from both end users/customers and feed into CSI for enhancements

Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for leadership

Liaison with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed

Accountable for the identification and implementation of improvement activities for the Incident Management Process and Service Desk function as part of CSI

Operational implementation knowledge of self-service technologies

Responsible for staffing analysis of shifts and staff scheduling to ensure adequate resource coverage of limited staff across 24x7x365 coverage requirements

Responsible for screening, hiring, training, and managing high-performance service desk agents

This position is contingent upon contract award.



Bachelors and 5 years or more experience; Masters and 3 years or more experience; PhD or JD and 2 years or more experience
Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for CONUS/OCONUS locations supporting 50,000 users or more.
ITIL Foundations Certifications
Recent and demonstrated familiarity with management and operations of IVRs, Call Managers and ACDs used in Service Desk environments
Prior experience as a Service Center, Supervisor or Support Center Team Lead, or Level 2 Service Desk Agent
Excellent communication skills.
Experience supporting Service and Operation Level Agreements.
Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI)
Must be ====


Prior work experience with DOJ in a Service Desk environment on a 24x7x365 basis
PMP Certification
ITIL Practitioner certification
ITIL v3 or v4 certification preferred

HDI certifications in CSR, SCA, DAST, SCTL, SCM, or DSM strongly preferred

My SAIC Benefits.


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