End User Support Manager - Military veterans preferred

SAIC (www.saic.com)


  full-time   employee

District of Columbia
United States


SAIC is seeking an End User Support Manager to support the implementation of IT shared services for a large government agency. By establishing a common operating environment (COE) for all departments within the agency, all users will have access to a service catalog with automated service delivery that is implemented with commercial-grade IT practices. The End User Support Manager reports to the Program Manager and provides day-to-day management to meet all technical, schedule, and cost requirements, including the SLAs for service delivery, for the End User Support task.



  • B.S. in IT related field
  • Minimum 18 years of experience, with at least 10 years of end user support experience in a multi- vendor environment
  • Providing end user support for enterprises with at least 10,000 users
  • Managing service delivery to achieve defined SLAs
  • Experience performing supervisory functions such as timely approval for time charging, expense reports, and travel plans; performance coaching and feedback; salary administration; and staffing functions
  • Use of tools and dashboards to track IT costs, service consumption, and performance against plans
  • Knowledge of ITIL
  • Ability to direct a multi-vendor, geographically distributed team providing 24/7 end-user support functions such as service desk, incident management, telephone operations, desk side support, field support, and physical installation/move support.
  • Ability to apply knowledge of commercial-grade, common IT services and service delivery management processes to an organization of 10,000 users in locations throughout CONUS
  • Ability to collaborate with Program Management Office team to identify and apply new technologies to implement and maintain user self-help options (e.g. service catalog, knowledge management system, and automated chat features)
  • Ability to identify and implement workflows for automated service delivery with appropriate approvals
  • Capable of communicating with senior executives of the agency, SAIC and multi-vendor team
  • Ability to apply commercial best practices and tools to maintain IT cost tracking, service consumption, and performance against plans
  • Knowledge of Organizational Change Management concepts Education and Experience