Service Desk Manager - Military veterans preferred



  full-time   employee

United States


SAIC is looking for a Service Delivery Manager to join our team to begin an exciting and challenging career.

The Service Delivery Manager (SDM) provides daily supervision and direction to the Service Center team, is the leader of service desk operations at a specific location and is responsible for the all activities involving the service center team. The SDM is closely aligned to the Technical Services Manager (Operations Manager) and the Deputy Program Manager and the needs of the client and creates an atmosphere of success for the staff working under their direction. The ideal candidate will provide strong, effective leadership in the form of guidance and support to Service Center personnel and will perform the following: (1) interfaces and communicates service desk operations and impacts with customer/government personnel; (2) directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems; (3) ensures that Service Desk reports are reviewed and correct prior to sending to senior management; (4) ensures contractual Service Level Agreements are met and internal service delivery performance benchmarks are achieved; (5) drives service desk quality improvements; (11) ensures that processes for communicating outages/emergency activities to the program and customers are carried out correctly; (6) supervises assigned technical and administrative staff; (7) participates in maintaining and improving Program and Service Center standard operating procedures (SOPs); (8) participates in special projects as required. 

Other Duties:
· Actively participates in client status calls
· Keeps track of commitments, ensures performance against committed activities
· Ensures continuous process improvements to support improved performance levels
· Responsible for account profitability management as related to the service desk operations
Functional Requirements
· Collaborates with Technical Services Supervisor to ensure customer satisfaction and service level attainment, while meeting financial goals
· Acts as first point-of-contact for breakdown in the problem escalation process
· Provides a single point-of-contact for day-to-day Service Desk activities, including service issues and questions
· Engages in proactive service delivery activities
· Participates in capacity/demand planning
· Collaborates with other groups in handling and responding to client issues, account problem analysis and making requested service improvements
· Works with Knowledge Management to ensure Help Files and KM databases are accurate and reflective of the current processes, procedures, account requirements, and technical content
Operations Management
· Accountable for account SLA attainment
· Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, service desk resolution, AHT, etc.)
· Accountable for SD portion or account margin target attainment
· Drives client satisfaction on desk
· Works with the Technical Services Supervisor to ensure appropriate staffing needs for new work or reduced work on the account
· Participates in Workforce Management calls and provides input in changes coming from the account that could impact scheduling, staffing and overall workforce management
Financial Management
· Service Desk Account Strategy Develops plans and strategies to ensure continued success of a given account.
· Works cross-functionally with the client teams on demand planning
Client/PMO Relationship Management
· Acts as one of the primary points of contact for the service desk to the client
· Serves as an expert to the Program Management Office (PMO) for the client as the service desk leader
· Collaborates with Technical Services Supervisor and Service Desk Team Leads on ways to improve delivery on the desk
· Attends calls with the other members of the account team to drive overall account health
· Attends client calls as needed to deliver service to contracted terms


Education / Certification / Security Clearance Requirements:
· US Citizenship
· Interim DoD Secret Clearance or have the ability to obtain and maintain a US Government Secret security clearance
· B.S. degree in business, CIS, Operations Management or IT Management preferred or other related discipline and 5 years experience or equivalent with 3-4 years of service desk/contact center experience and 1-2 years in a management role.
· One of the CompTIA certifications CompTIA A+ CE, Network+ CE or Security+ CE certification. or ITIL v3/v4, or HDI Support Center Analyst
· ITIL Foundations v3/v4
· Previous computer technical support preferred. MCP, Dell or other industry identified certifications are preferred.
· 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.
· 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
· Familiarity with Department of Defense security requirements as applied to their subject matter expertise.
· Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this contract.
· MCP, Dell or other industry identified certifications are preferred.
· Outstanding analytical and problem solving skills
· Demonstrated ability to multi-task
· Excellent oral and written communication skills
· Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
· Ability to communicate clearly and professionally, both verbally and in writing.