Incident Manager - Military veterans preferred

2021-05-27
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Jackson
Mississippi
39298
United States

Description

SAIC is seeking an Incident Manager to support our efforts in Vicksburg, MS. The slected candidate will have the following responsibiliteis:

  • Answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.
  • Adheres to all company and department policies and procedures.
  • Responds to escalated tickets from tier 1 staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
  • Reviewing reports throughout the day for tickets that are due to breach the SLA metrics.
  • Ensuring that technicians and engineers are working their tickets in a timely matter.
  • Reviewing aged and breached tickets to ensure a resolution is found.
  • Utilizing other daily report to track daily tickets that have been neglected.
  • Monitoring and following up with VIP tickets to ensure tickets are routed to the correct team.
  • Supports commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.
  • May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.
  • Monitors phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, and alerts management to recurring problems and patterns of problems.
  • Provides guidance and coaching to less experienced technicians and may have limited leadership responsibilities.
  • Contributes to knowledgebase, represents service desk when interacting with other support teams, and may participate in special projects as required.

This is a shift work position is business hours environment.

Qualifications

Required Education/Skills:

  • AA Degree (2+ yrs experience may be substituted for Associate’s) and a minimum 5 years of related technical support experience in a call center environment
  • Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to work well with and provide leadership to teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Extensive experience supporting Microsoft Office, Windows 7, and Mac OS X
  • Experience with account administration practices and Identity Management tools
  • At least one technical certification (such as A+, Security+, MCP, MCSE, CCNA)
  • Must be a US Citizen and be able to obtain a Public Trust clearance

Availability:

  • Willingness to work any shift in a business hours environment
  • Ability to arrive and start work promptly at beginning of scheduled shift

Desired Skills:

  • 7+ years of experience providing computer hardware/software support
  • Experience providing training on technical subject matter
  • ITIL and HDI Certifications
  • Familiarity with government IT environment and administrative processes
  • 1 year or more experience working in a Lead/Supervisory capacity
  • Experience supporting Google Applications and using CA ITCM to manage endpoint devices

Target salary range: $50,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.