What are the responsibilities and job description for the Technical Services Support - Manager position at SAIC?
Job ID: 2502398-2908
Location: REMOTE WORK, CO, US
Date Posted: 2025-02-24
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Description
SAIC, acclaimed for being one of America’s best large employers and a leader in offering flexible job opportunities, is seeking an experienced and mission-driven Service Desk/NOC Manager to join our technology-driven environment. This role demands a proactive leader, skilled in both Service Desk Management and Network Operations Center (NOC) oversight. The ideal candidate will have a history of enhancing operational efficiency, incident management, and technical support for a complex and fast-paced customer-facing program, serving individual agencies with multiple end users.
This role is 100% remote!
Key Responsibilities:
- Leadership & Service Desk Management:
- Lead, mentor, and develop service desk associates and NOC teams in alignment with SAIC's standards for customer focus and results orientation.
- Manage team resource allocations, employee development, and schedule management for service desk.
- Supervise Technical Services Supervisors and ensure team meets or exceeds performance goals.
- Operations Oversight:
- Oversee daily operations of both Service Desk and NOC, including proactive network monitoring, incident detection, and resolution.
- Manage and continuously improve operational processes, SLAs, OLAs, and uphold ITIL best practices to drive down ticket volumes and improve resolution times.
- Identify skill gaps in the team and facilitate ongoing training and development to enhance technical competencies.
- Technical Expertise & Support:
- Deliver advanced support and work collaboratively with Tier 2 and Tier 3 teams to ensure the rapid identification and remediation of complex network issues.
- Demonstrate a profound comprehension of networking technologies, including routing, switching, firewall configurations, and VPN connectivity, to support a wide range of network operations.
- Maintain proficiency in managing and troubleshooting across different hardware platforms and software ecosystems to ensure compatibility and performance across the network.
- Apply in-depth knowledge of the OSI model to accurately segment and diagnose network problems, thus isolating issues to specific layers of the infrastructure for targeted resolution.
- Leverage expertise in practical networking and theoretical OSI model concepts to devise precise, efficient solutions that minimize downtime and operational impact on the overall network system.
- Responsible for authoring and maintaining comprehensive technical and procedural documentation that details service protocols, escalation processes, and other critical operational procedures.
- Continuous Improvement & Strategy:
- Use data assessment & analytics for continuous improvement and productivity enhancements (e.g. Agile Scrum/Kanban methodology).
- Partner with customer stakeholders and suppliers to improve service quality and operational strategy.
- Reporting & Compliance:
- Assemble, analyze, and report data to track performance metrics, manage talent acquisition, and ensure all practices protect sensitive information per compliance standards.
Qualifications
Required Education and Experience:
- A minimum of 10 years of experience with a Bachelor’s Degree, or additional experience in lieu of a degree.
- ITIL®4 Foundation Certification and a strong understanding of ServiceNow ITSM tool.
Recommended Qualifications:
- Proficiency in managing firewalls and implementing comprehensive security measures.
- In-depth expertise with major routing protocols including EIGRP, OSPF, and BGP.
- A clear understanding of the Spanning-tree protocol and its application to network redundancy.
- Skills in developing and implementing both stateful and stateless traffic policies.
- Strong grasp of IPv4 addressing and CIDR subnetting techniques for network architecture and IP management.
- Hands-on experience with networking equipment from major industry manufacturers.
- Ability to work with various networking technologies across diverse hardware systems.
- Adaptability to maintain operational effectiveness within heterogeneous network infrastructures.
- Candidates should be able to demonstrate practical experience in applying the OSI framework to real-world troubleshooting and network management scenarios.
- Hands-on experience with network monitoring tools, ticketing systems, and ITSM principles.
- Strong leadership capabilities, conflict management, and team development skills.
- Excellent communication skills, able to interact effectively with both technical and non-technical stakeholders.
- Skilled in problem-solving, decision-making under pressure, and adapting to evolving priorities.
- Candidates must exhibit the ability to self-educate and independently acquire new skills, demonstrating initiative and resourcefulness.
- Prior experience in a 24x7x365 operational environment.
- Current, or previous, networking certifications such as Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or CompTIA Network .
- Familiarity with products from vendors like Cisco, Juniper, HPE, Dell, Arista, Brocade, and Extreme Networks.
- Experience in managing network security incidents and collaboration with cybersecurity teams.
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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.
Salary : $80,001 - $120,000
