Service Desk Team Manager Job Listing at SAIC in Sierra Vista, AZ (Job ID 2506051-SIERRA_VISTA-AZ)

Description

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.

Qualifications

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.
• Must be able to accommodate any of the three required shifts during weekdays and weekends such as: 
  • 1st shift 6:00am – 4:00pm MST
  • 2nd shift 12:00pm – 10:00pm MST
  • 3rd shift 9:00pm – 7:00am MST
    

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.