Help Desk Service Team Manager

Job ID 2415754

Location ARLINGTON, VA, US

Date Posted 2024-12-11

Category Information Technology

Subcategory Technical Svcs

Schedule Full-time

Shift Day Job

Travel Yes, 10 % of the Time

Minimum Clearance Required Secret

Clearance Level Must Be Able to Obtain TS/SCI

Potential for Remote Work No

Description

A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Help Desk Service Team Manager, Team 3 Lead to support Tier 0/1 Service Desk for our Digital and AI Team as we embark on a large initiative to lead the design and operate integrated Enterprise IT solutions that deliver AI-enabled capabilities and enable data-driven decision making to missions across the Department, Services, and Combatant Commands.

The Ideal candidate will be adept at managing customer relationships, driving operational excellence, and fostering continuous improvement across all service areas.

Core Responsibilities 

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• Additionally, may interact with product support personnel and potentially the customer when the customer s problem cannot be resolved directly by first-level resources.
• This is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee.
  
  

Qualifications

Required Qualifications

• Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience; PhD or JD and four (4) years or more experience.
• ITIL Certification.
• HDI-CSR.
• Excellent communication and customer service skills.
• U.S. Citizenship and a Secret Clearance with the ability to obtain a TS/SCI.
  
  

Preferred Qualifications

• CompTIA Security+/Network+/IFT+.
• CCSP Certification.
  
  

Join SAIC Be a part of a team that's passionate about the power of AI to transform the public sector.

Apply Now Interested candidates with a drive for innovation are encouraged to apply. Share your passion, expertise, and leadership by joining our team.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.