Service Desk Manager

Service Desk Manager


Service Desk Manager

Details of the offer


SAIC has a contingent job opportunity for a Customer Service Manager (Service Desk Manager)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 Customer Service Manager responsibilities can include:
Incident Management Pro cess Owner
Ensures day-to-day Service Desk and systems monitoring for all sites
Provides program oversight and project status
Identifies, addresses and reports on all risks and issues
Manage Tier 1 HP Service Manager incident queue for all services
Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance
Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction
Manage service to Service and Operation Level Agreements
Interacts with management and other solver groups to facilitate timely incident resolution
Ensures quality control by analyzing HP Service Manager 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 EOCU staff and 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
This position is contingent upon contract award.


Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD and nine (9) 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 certification
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
My SAIC Benefits.


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