Service Desk Manager (Remote)

Location REMOTE WORK, VA, US

Date Posted 2024-11-27

Category Information Technology

Subcategory Technical Svcs

Schedule Full-time

Shift Day Job

Travel No

Minimum Clearance Required None

Clearance Level Must Be Able to Obtain Public Trust

Potential for Remote Work No

Description

SAIC is looking for an outstanding leader to join our US Treasury support team. SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support.

As the Service Desk Manager, you will be responsible for the overall performance and management of a 24/7/365 Service Desk with approximately 15 team members within 3 shifts. You will be responsible for ensuring cohesiveness between all team members from all shifts to ensure similar responses to the customer. You will be responsible for developing KB articles to support these responses to the customer. You will supervise the day-to-day activities of Service Desk who are responsible for responding user requests by phone, email, and through the online portal.

Responsibilities

• Responsible for overall performance and management of a 24/7/265 client facing Service Desk.
• Lead monitoring and achievement of Service Center contractual SLAs.
• Lead communication between SAIC and key Government Personnel regarding User Experience, process improvement, and other topics.
• Provide timely responses to the customer including the creation of ServiceNow reports and dashboard requests for internal and external stakeholders.
• Work with the ServiceNow development team to continuously improve to the TCloud Portal.
• Create knowledge-based articles for standard services the ServiceDesk provides to customers
• Lead the priority 1 and priority 2 incidents including maintaining proper communication to the affected users.
• Provide timely notifications of upcoming work such as security patching, enhancements to the environment, etc.
• Support Problem Management and implementing process improvments as a result of problem management.
• Design and review Service Desk metrics to determine ways to improve quality of service.
• Ensure the accuracy and completeness of ticket data, including categorization, prioritization, trouble shooting, and resolution details as well as spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
• Identify opportunities to streamline service desk workflows, implement automation tools, and leverage supported tools/technologies to enhance efficiency and productivity.
• Provide a weekly report highlighting the team’s accomplishments in addition to the monthly contract SLA reporting.
• Perform analysis and enhancement of available dashboards/reporting, track team assignments and drive incidents and service request tickets to closure.
• Lead creation, review, and submission of contractually required deliverables.
• Contribute customer service information and recommendations to strategic plans and reviews,
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.
• Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.

Qualifications

Desired Skills and Experience

• Past experience serving an independent, complex government agency.
• Experience in oversight and management of ServiceDesk support; preferably with personnel located in multiple locations.
• Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers.
• Familiar with standard corporate security policies.
• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
• Excellent customer service skills and be well versed in the Service Desk environment to include managing SLAs.
• Strong understanding of multi-channel Service Desk metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must.
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

Required Skills And Experience

• 4+ years’ experience in Service Delivery Management.
• Must be willing to work effectively within a team environment in a fast-paced role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
• Must be a US Citizen with the ability to obtain a Public Trust clearance.
• Up to 20% travel (3 consecutive days per quarter, travel to Reston, VA for onsite discussions)

Target salary range $80,001 – $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.