Description
Description
We are currently seeking a proactive and motivated customer service-oriented IT Service Desk Manager.
This role will manage the Service Desk and oversee the technicians assigned to support related activities. The candidate must have experience providing technical support and managing a team, preferably in a Federal Government environment. The position requires: a positive customer focused personality, creative problem-solving skills, high technical aptitude, highly detailed and organized, the ability to multitask, and strong communication skills. The Service Desk Manager will utilize practical knowledge of the organization's systems, applications, regulations, and best practices to lead a dynamic team to mission success.
Core duties and responsibilities include the following:
- Manage quality of all support services provided by the service desk, including customer engagement, timeliness of resolution, escalations, ticket metadata, and overall quality of work performed.
- Manage the staff of the service desk, including setting their schedules, ensuring coverage during business hours, approving timesheets, meeting with them to set performance goals, conducting quarterly reviews, and helping to determine merit increases.
- Align service desk goals and performance in accordance to guidance provided by the IT Site contract lead.
- Support the service desk staff on day-to-day issues by serving as the escalation point for other local and CFL service desk technicians and by tackling complex issues requiring advanced technical skills.
- Assess, plan, assign/execute, monitor, review, and deliver service desk projects.
- Monitor all tickets, remove blockers, and escalate issues as needed to the IT Site contract lead or other escalation points.
- Create and maintain relevant documentation and knowledge artifacts for core service desk processes, additionally coaching the staff to normalize this into daily workflow.
- Oversee the maintenance of IT inventory records, work with IT Site contract lead or Federal IT Lead to help select and order equipment based on identified budget priorities, drive scheduling the computer distribution and refresh cycle, and ensure the correct processing of IT equipment for storage, reassignment, or disposal.
- Ensure that new, moving, and exiting users are monitored, scheduled, processed, and documented according to departmental standards.
- Ensure that conference rooms are in working order, maintained, and that planned conferences have the equipment ready for them.
- Ensure summary status of Service Desk and all related issues and projects are reported upwards
- Coordinate supply and repair services with manufacturers and vendors when needed.
- Ensure high quality presentation, execution, and physical presence of Service Desk staff.
- Other duties as assigned by IT Site contract lead.
Qualifications
Top Qualifications, Skills, Experience or Certifications:
- Minimum of 8 years of work experience providing technical customer support through an IT service desk
- Must be able to work physically on-site at the Central Federal Lands Highway Division facility in Lakewood, Colorado five days per week, eight hours per day.
- Must possess a High School Diploma. Degree may be substituted with 4 additional years of related experience.
- Must be able to pass a background investigation and gain a Public Trust Determination
- HDI Desktop Support Manager required within six (6) months of employment on contract.
Must be able to pass a background investigation and gain a Public Trust Determination
Target salary range: $120,001 - $160,000. 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.
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