This opportunity is contingent upon contract award in Fall 2021.
SAIC is seeking an experienced Service Center Operations Manager to supervise and coordinate activities of Help Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems.
Responsible for the supervision of all activities and staff within the high volume and fast paced enterprise IT Corporate Service Desk team, including managing coverage and staff scheduling 24x7. You will create and maintain SLA/SLO procedures, and support all Service Desk functions including call records, incidents, reporting, support to nurses, providers and staff; establish goals and objectives for Service Desk Staff; document and maintain the Standard Operating Procedures; conduct PC hardware and software troubleshooting; communicate with clients, end users and management regarding incidents/requests; provide guidance to users to improve and maximize computing efficiencies; evaluate severity of incidents for proper prioritization; track and respond to issues in a timely manner; ensure closure of end user support issues. ServiceNow experience is strongly preferred.
Bachelors and ten (10) years or more experience will be considered.
Advanced ITIL v4 CE – managing professional ideally and maybe strategic leader or HVIT as an alternative. The other imperative is normally an HDI professional certification – like the HDI Support Center Manager or Director.