Service Center Manager

IT Service Center ManagerSAIC is seeking an experienced IT Service Center Manager to support a dynamic IT services program at Peterson Space Force Base, Colorado Springs, CO. This is an on-site leadership role responsible for the day-to-day oversight and operational management of a multi-tiered IT Service Center team supporting Department of Defense (DoD) personnel. The Service Center operates during business hours, Monday through Friday, 6:00 AM – 6:00 PM Mountain Time.ResponsibilitiesThe Service Center Manager will provide hands-on leadership and supervision across all service delivery tiers, ensuring consistent, high-quality IT support is delivered in alignment with program requirements, SLAs, and ITIL best practices.Team Leadership & Operations:Oversee the daily operations of a multi-tiered Service Center team, ensuring adequate staffing coverage across all shifts within the 6:00 AM – 6:00 PM MT business hours window.Serve as the primary point of escalation for complex or sensitive issues requiring leadership intervention.Monitor team performance, workload distribution, and queue management to ensure timely resolution of incidents and fulfillment of service requests.Conduct regular team meetings, one-on-ones, and performance reviews to foster professional development and accountability.Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and work instructions to support consistent service delivery.Coordinate with program management and government stakeholders to communicate service status, trends, and improvement initiatives.Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance.Drive continual service improvement initiatives leveraging ITIL frameworks and industry best practices.Work collaboratively with all other Operations team leads and technical teams across the program to ensure seamless ticket escalation, resolution coordination, and communication; the program encompasses multiple specialized teams and the Service Center Lead serves as a critical integration point, ensuring incidents and requests are routed, escalated, and resolved efficiently across all functional areas.Support onboarding and training of new Service Center personnel.Ensure all team members maintain required certifications and clearance levels in accordance with program requirements.QualificationsRequired Qualifications:Location: Must be local to Colorado Springs, CO; this position requires on-site presence at Peterson Space Force Base.Clearance: Active Top Secret with SCI eligibility required at time of hire.Certification:CompTIA Security+ (or equivalent DoD 8570/8140 IAT Level II certification or higher) required.Minimum of one (1) active ITIL certification (ITIL 4 Foundation or higher) required.Experience:5+ years of experience supporting DoD agencies in an IT services or service desk capacity.3+ years of experience in a Service Desk Lead, Supervisor, or Team Lead role, with demonstrated responsibility for team oversight, performance management, and service delivery.Strong working knowledge of ITIL service management principles and their practical application in a service desk environment.Proficiency with ITSM ticketing platforms (e.g., ServiceNow, Remedy, or equivalent).Experience managing multi-tiered support teams and coordinating escalation workflows.Familiarity with Active Directory user and computer account administration.Strong understanding of Windows desktop operating systems and Microsoft 365 applications in a DoD or enterprise environment.Demonstrated ability to manage competing priorities, meet SLAs, and drive accountability within a team.Desired Qualifications:Security certification above the CompTIA Security+, such as CompTIA CySA+, CASP+, CISSP, or equivalent higher-level DoD 8570/8140 certification.Multiple ITIL certifications beyond Foundation level (e.g., ITIL 4 Specialist, Strategist, or Leader designations).Help Desk Institute (HDI) certification, such as HDI Support Center Manager (HDI-SCM), HDI Support Center Team Lead (HDI-SCTL), or equivalent.Experience supporting Space Force, Air Force, or other DoD Space enterprise programs.Familiarity with DoD cybersecurity frameworks, RMF, and STIG compliance requirements.Experience with asset management tools and hardware lifecycle processes in a government environment.Prior experience supporting VIP or executive-level customers in a military or government setting.CompTIA A+, Network+, or Microsoft certifications (e.g., MD-102, MS-900).Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.OverviewSAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.