Service Desk Manager

DescriptionWe are currently seeking a motivated, career and customer oriented IT Support Manager to begin an exciting and challenging career with SAIC.The IT Support Manager will ensure that users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users. The customer standardized on the Information Technology Information Library (ITIL) as the standard for its IT operations.The IT Support Manager “owns” the resolution process from the initial contact with the user to resolution of the incident, problem or service request. The manager is responsible for incident, problem, and service request resolution regardless of the party actually performing the work, i.e., if the work is performed by an organization external to the Service Desk (SD), the SD is still responsible for tracking and documenting the resolution process. The SD shall escalate tickets as required by the SLAs.Responsibilities include all aspects of Tier 1 Support, including supporting remote and on-site customers staffed at Headquarters.Roles and Responsibilities:· Support project associated with making incremental changes to the operational artifacts in response to governance, industry, or customer requirements.· Follow-up on resolved tickets to check quality, get User concurrence of ticket closure, and to report customer satisfaction.· Work with Operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in After Action Reports for all major Incidents and unplanned service outages, and submitted in writing to the customer.· Establish and maintain data in the Known Error Database (ServiceNow Problem Management Module); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.· Proactively monitor Service Desk calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users· Ensure non-IT requests are properly routed to appropriate support organizations.· Shall support projects associated with making changes to the operational artifacts in response to governance, industry or customer requirements· Ensure that all standard operating procedures are adhered to and in collaboration with the associated government task lead are amended or developed as needed.· Ensure that all Contractor communication to customers (both verbal and written) are clear, professional, courteous and grammatically correct.· Ensure review of requests for trends, root causes, and repeating issues and develop mitigating strategies to reduce support load. This includes reviews of all service requests and incidents processed through the IT Support Center.QualificationsQUALIFICATIONS:One of the following: Bachelor’s degree in related technical discipline and 2+ years of experience performing technical support; Associates degree and 5+ years of experience; High School diploma and 7+ years of experience4+ years’ experience managing a Service Desk environment. 4+ years’ experience with tier 1, with a yearly ticket volume of 15,000+.Experience with ServiceNow.Managing staff of 10+ service desk professionals experience.Must be a US Citizen and able to obtain a Public Trust.Job Field: Information TechnologyTravel: No