Service Desk Team Manager at SAIC

Fort Huachuca, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Analytical Skills, Reasoning Skills, Communication Skills, Customer Service, Service Desk Practices, ITIL, ISO 9000, Operational Metrics, Technical Writing, Domain Administration, Security Policies, Desktop Support, Networking Support, Quality Assurance, Performance Management

Industry

Defense and Space Manufacturing

Description

SAIC is seeking a Service Desk Team Manager, onsite, at Ft Huachuca, AZ to support the US Army Enterprise Service Desk. NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts. Job Description: Primarily responsible for the professional development of team members through the performance management process Contribute to Help Desk Improvement by communicating observed gaps in team knowledge 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 Use of monitoring tools to provide feedback to team members Provide focus to staff by established policies and procedures and implements and administers policies that affect employees Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development Oversee the appropriate development and retention of documentation and records Required Education and Experience: Bachelor's degree and two (2) years of experience; four (4) years of experience are accepted in lieu of a degree Required Certifications: Must have a current ITIL Foundation V4 certification CompTIA Security+ required Required Clearance: Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain Must be a current US Citizen Required Skills: 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 Previous experience with a variety of domain/email account administration tools and 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 Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000 Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals Desired Experience: Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills

Responsibilities

The Service Desk Team Manager is primarily responsible for the professional development of team members and ensuring satisfactory customer support. This role involves maintaining operational procedures, improving service delivery, and managing employee performance.