SAIC has a contingent job opportunity for a IT Service Center Director (Service Desk Director)to lead 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 Director 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 for 50,000 users
Provides Service Desk oversight and project status
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
Manage the application of metrics to increase efficiency and solve issues.
Reviews and analyzes metric reports and other supporting reports
Approves implementation of performance improvements
Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals
Works with agency staff, Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures
Leverage feedback mechanisms to acquire information from both end users/customers and feed into CSI for enhancements
Works with Problem and Change Management teams to resolve underlying root cause of incidents
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
Define, Create and provide operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
Maintain cost-benefit analysis and calculating total cost of ownership and return on investment
Operational implementation knowledge of self-service technologies
Responsible for staffing models, shift schedules and ensuring adequate resource coverage of limited staff across 24x7x365 coverage requirements
Responsible for screening, hiring, training, and managing high-performance teams
This position is contingent upon contract award.
Bachelors and 10 years or more experience; Masters and 8 years or more experience; PhD or JD and 5 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.
Recent and demonstrated familiarity with management and operations of IVRs, Call Managers and ACDs used in Service Desk environments
Prior recent experience in defining, creating and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
Experience in cost-benefit analysis and calculating total cost of ownership and return on investment
Demonstrated experience and understanding of the relationships between IT service management processes and differences between and the importance of strategic, tactical, and operational planning in a Service Desk environment
Prior experience as a Service Center or Help Desk Manager, Supervisor or Support Center Team Lead
Excellent communication skills.
Experience supporting Service and Operation Level Agreements
My SAIC Benefits.
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