Customer Service Center Manager at SAIC

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Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Mentoring, Communication, ITIL, ITSM, Problem-Solving, Analytical Skills, Customer Service

Industry

Defense and Space Manufacturing

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. 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 Google Workspace 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

Responsibilities

The Customer Service Center Manager oversees and leads the service desk team, ensuring high-quality technical assistance for end-users. This includes managing daily operations, ticketing, and fostering team growth while aligning IT support with business goals.