SAIC

Compensation

Full Description

Job ID: 2512568 Location: REMOTE WORK, AR, US Date Posted: 2025-12-22 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: Yes Description SAIC Is seeking a Customer Service Center Manager to support a large government customer. Responsible for overseeing and leading the service desk team. Leads IT support, overseeing staff, daily operations, and ensuring timely, high-quality technical assistance for end-users by managing tickets, monitoring SLAs, developing processes (like escalation/incident management), fostering team growth, and bridging communication between users, staff, and senior management to align IT support with business goals. DUTIES INCLUDE: • Team Leadership: Recruit, train, mentor, and manage IT support staff, fostering a positive environment and managing performance. • Operational Oversight: Manage daily help desk operations, including ticket queues, response times, and resolution processes, ensuring SLAs are met. • Service Improvement: Analyze performance metrics (KPIs, user satisfaction), identify areas for improvement, and implement new strategies and best practices (like ITIL). • Escalation & Problem Management: Act as the first point of escalation for complex issues, manage major incidents, and develop preventative strategies. • Stakeholder Communication: Liaise with senior management, other IT groups, and business stakeholders to understand needs and report on service desk performance. • Documentation: Create and maintain standards, procedures, onboarding materials, and FAQs for support processes. • Monitoring incident/request dashboards and reports. • Setting team schedules and coverage. • Conducting regular team meetings to discuss performance and satisfaction. • Making recommendations for tech updates and improvements. • Ensuring compliance with IT governance frameworks. Qualifications Job Role Specific Requirements: • 10 years of experience in leading and managing an IT service desk for enterprises. Bachelor of Computer Science, Information Systems or related field preferred. • Experience in providing service delivery to achieve defined SLAs • Certs: ITILv4 and HDI Support Center Manager (HDI-SCM) Certification. • Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust Key Skills • Strong leadership, mentoring, and communication. • Deep understanding of ITIL/ITSM frameworks. • Problem-solving and analytical skills. • Focus on customer service and satisfaction Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.