Service Desk Manager - Military veterans preferred

2020-03-16
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Salt Lake City
Utah
84116
United States

Description

We are currently seeking a motivated, career and customer-oriented Service Desk Manager to begin an exciting and challenging career with Unisys Federal Systems. Duties:
• Provide operational management of a Managed Service Desk to multiple Federal Agencies in a shared customer environment supporting 10,000 end users operating in multiple time zones globally.
• Provide guidance and operational status to executive level customers from multiple government agencies utilizing a shared service environment for IT Service Management utilizing ServiceNow platform
• Responsible for improving the help desk end user productivity to achieve efficiency and meet SLA requirements for year over year increased performance of Tier 0 Self Service help desk tickets.
• Oversee implementation of Customer Service Portal, Help Desk and Field Support Technicians operating in an As A Service environment with technical support provided by multiple service contractors and sub- contractors

Qualifications


• Must be US Citizen capable of passing security clearance and background check to work supporting Federal Agencies
• Bachelor's Degree or equivalent years of experience in IT
• Recent experience managing ServiceNow ITSM environments
• ITIL awareness
• Delivering outsourced services within SLA
• Business and Portfolio expertise
• At least 10+ years of experience in IT area with management experience
• Experience leading by example in a large, complex global environment

Desired Qualifications