We are currently seeking a motivated, career and customer oriented IT Support Manager to join our team in Washington, DC to begin an exciting and challenging career with SAIC. Duties/Tasks: Provide strategic planning of large projects or a significant segment of a strategic planning portion of a large complex project. Provide the overall approach to clarify mission statements so they can be used as springboards in envisioning their desired future. Assist in developing mission and vision statements, subsequent goal delineation, provide guidance for building operational plans and specifying measurable outcomes to include capital outlay planning efforts in a consolidated strategic planning process and prioritizes those initiatives. Assist in preparation of key strategic planning documentation, including Office of Management and Budget (OMB) Form 300.
Position Requirements: • BA/BS and 10 years of relevant experience. • 5-7 years demonstrate overall knowledge of the Service Desk Operations regarding, but not limited to, telecommunications and call routing, workforce management, quality control, knowledge & process management and agent training. • 5-7 years of experience in managing overall day-to-day management and performance of the Service Desk including supervisors and agents, service level achievement, and personnel decisions. • Demonstrate experience in partnership with government staff to achieve service level targets, design strategies for onboarding new customers to the center, creates efficiencies utilizing all available automation tools and recommending new tools if none exist. • Knowledge of workforce management software and skills to manage the Service Desk Analysts' headcount required to achieve service level targets, create agent schedules and monitor compliance with those schedules and forecast call, email and others. • Demonstrate in knowledge and process management, quality control and general day-to-day Service Desk operations. • Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. • Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this contract. • Experience supporting US Government customer(s) at a minimum, experience supporting Energy or regulatory environments is preferred. • Certification in ITIL v3 practices. • Must be US Citizen.