Field Support Services IT Manager (FLEXWORK) - Military veterans preferred

2020-03-14
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Flexwork
Georgia
30339
United States

Description

SAIC is hiring a Field Support Services IT Manager !

 

REMOTE / FLEXWORK / WORK FROM HOME / TELEWORK 

 

 

 

JOB DESCRIPTION:

  • SAIC has an excellent opportunity for a Field Support Manager to facilitate modernization of Army IT delivery across multiple sites.
  • Applicants will work in a dynamic team environment and will be responsible for working with the Army customers, users, and commercial partners to capture and negotiate requirements, user stories and operations concepts and then develop and field solutions to directly enhance the end user experience.
  • Applicant will provide operational management of a team of IT Field Support Technicians to provide on-site touch labor tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues. 
  • Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
  • Strong initiative, teamwork and problem solving skills are also required.

 

 

RESPONSIBILITIES:

 

  • Development and implementation of customer service plans to ensure Organizational and Service Level Agreements (OLA/SLAs) are met
    Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
  • Performs high level requirement assessments and designs systems to enable the desired end user experience across the network
  • Create and/or update all documentation for design, deployment and change instruments
  • Assist in appropriate policy development to manage an extensive device fleet
  • Apply ITIL processes and ITSM best practices for IT Service Management
    Develops run books, help articles, and other documentation to assist other technicians for continuity
  • Communicates inward to the organization and outward to customer contacts
  • Work effectively in a team setting to collaborate around ideas and bring them to reality

Qualifications

REQUIRED EDUCATION & EXPERIENCE:

  • Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more related experience; PhD or JD and nine (9) years or more experience; High School diploma and eighteen (18) year or more related experience
  • Experience managing a diverse team of technicians to deliver scheduled and dispatched desk-side services
  • Experience with VDI (Virtual desktop infrastructure), building and deploying desktop configurations
  • The ability to work independently with minimal supervision and professionally represent the program
  • Highly motivated individual willing to learn and apply new concepts, tools, and software
    Good verbal and written communication skills, especially with other organizations
    Initiative
  • Good problem solving and troubleshooting skills
  • Ability to work effectively in a team setting

 

 

CLEARANCE: 

  • Must he a US Citizen with an active/current secret clearance.

 

 

CERTIFICATION: 

  • ITIL v3 Practitioner certification or higher within 30 days from start date; may substitute ITIL Foundations initially
  • DOD IAT Level II (CompTIA Security+) within 60 days from start date 

 

 

DESIRED EXPERIENCE & CERTIFICATIONS

  • 5 years experience Service Desk related experience
  • HDI SCD or SCM certification
  • PMP certification

Desired Qualifications