IT Service Desk Life Cycle Manager
- Military veterans preferred
2020-03-16 SAIC (www.saic.com)
Salt Lake City Utah 84116 United States
We are currently seeking a motivated, career and customer oriented IT Service Desk Life Cycle Manager to join our team to begin an exciting and challenging career with SAIC.
Duties: • Deliver consistent call and ticket life cycle analytics. • Formulate a request resolution process with built-in guidance for the help desk technicians. Create a visual process builder and define the resolution process. Create, discuss, and rework the process drafts before publishing the life cycle. • Define life cycles for processes specific to your organization and associate them with incident or service templates for asset requests and associate it with service templates configured for laptop, mobile phones, or hardware requests. • Associate life cycles with multiple templates to ensure efficient process adherence, minimize the scope for human errors, and provide privileged (role-based) access to status transitions
Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance! • BS degree and 5 years of call center experience or equivalent. • Technical call center work and specifically IT/ ITES environment preferred. • Excellent analytical and communication skills with an ability to express complex thoughts/ ideas effectively in individual or group situations. • A keen eye for attention to detail, customer service, and process Strong interpersonal, Relationship Management skills and team player. • Familiar with Operating Systems/Networking and other major technologies supported at Service Desk/Contact Center. Strong understanding of ITIL framework. • HDI-SCD or HDI-SCM is desired • PMP certification is desired • Security+ certification is desired