Service Desk Manager

Job ID: 2501462

Location: REMOTE WORK, VA, US

Date Posted: 2025-02-04

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: Yes, 10 % of the Time

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 EIT Managed Services 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 Service Desk Delivery Manager, you will oversee Multi-Client Experience operations, ensuring performance and seamless management. Your role involves directing supervisors, leads, and technicians who address user inquiries via phone, email, and our online portal. Our Multi-Client Service Desk team serves as the interface for IT support, facilitating assistance for 12 internal and external customers, contractors, and our partners. Our mission is to boost customer productivity through top-tier, customer-centric technical support. You will champion continuous improvement and foster a culture of teamwork while managing various clients’ support channels, including telephone, chat, and email.

Responsibilities:

• Responsible for overall performance and management of a multi-client facing Service Desk and Site Support.
• Manage Service Desk performance aligning to stated objectives and determine resource allocation to meet targets and maintain acceptable delivery levels.
• Provide technical leadership for call handling & clear communication, diagnosing & troubleshooting, and time management.
• Lead monitoring and achievement of Service Center contractual OLAs and KPIs.
• Lead communication between SAIC and key Client Personnel regarding User Experience, Service Desk, and support issues, Management Reviews, process improvement, and other topics.
• Ability to plan and coordinate multiple projects simultaneously in a fast-paced environment.
• Identify and recommend scalable user-centric product management focus and defining roadmaps of new and relevant features that help evolve our service offerings and support our customers.
• Recommend optimization to increase the usability and user experience for all customers and user types.
• Leverage data, insights and analytics in strategies for user experience improvements to be launched to customers.
• Implement and leverage SAIC and HDI (Help Desk Institute) best practices to ensure consistent, quality service delivery and improvement in the service desk operations.
• Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, to ensure alignment and collaboration on service delivery objectives.
• Prepare and present regular reports on service desk performance, trends, and improvement initiatives to senior management and stakeholders.
• Lead creation, review, and submission of required deliverables.
• Ability to act as backup support for all levels of support within the desk.
• Contribute customer service information and recommendations to strategic plans and reviews,
• Develop and implement workforce management and scheduling strategies to ensure optimal staffing levels and resource allocation for meeting service demands and achieving performance targets.
  Foster a culture of continuous learning and improvement by organizing regular training sessions and professional development opportunities for the service desk team.
  Design, recommend, and implement production and quality initiatives.
  Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.
  Exercise independent judgment within generally defined objectives and policies.
  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:

• Experience serving an independent, complex commercial, Federal, and Civilian agencies.
  
• Experience using and supporting ServiceNow , Jira, and Remedy ITSM tools.
  
• Experience using ACD call routing tools, including reporting, scheduling, and applying queuing theory.
  
• Experience in workforce management and scheduling, ensuring optimal staffing levels to meet service demands and achieve performance targets
  
• Experience in oversight and management of End User support technicians; preferably with personnel located in multiple locations.
  
• Experience in financial performance management, including budgeting, cost control, and financial reporting to ensure operation within financial constraints while delivering high-quality support
  
• 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 IT and 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 and User Support environments 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:

• Bachelor's and eight (8) years of relevent experience. Additional experience can be considered in lieu of a degree.
• 4 years’ experience in Service Delivery Management.
  
• 2 years’ experience Project Management experience.
  
• 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 10% travel.

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.