Field Support Services IT Manager (FLEXWORK)
- Military veterans preferred
2020-03-14 SAIC (www.saic.com)
Flexwork Georgia 30339 United States
SAIC is hiring a Field Support Services IT Manager !
REMOTE / FLEXWORK / WORK FROM HOME / TELEWORK
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.
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
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
Must he a US Citizen with an active/current secret clearance.
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