Service Desk Manager

  • SAIC, Inc
  • Huntsville, AL, USA
  • Sep 28, 2021

Job Description


SAIC has a contingent job opportunity for a Customer Service Manager (Service Desk Manager)to lead a Federal Service  Desk Program.  The program must sustain the productivity of agency personnel by providing accurate, courteous, timely  and effective customer service desk, remote server management and network support services on a 24x7x365 basis.   


The Customer Service Manager responsibilities can include: 

- Incident Management Pro cess Owner 

- Ensures day-to-day Service Desk and systems monitoring for all sites 

- Provides program oversight and project status 

- Identifies, addresses and reports on all risks and issues 

- Manage Tier 1 HP Service Manager incident queue for all services 

- Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance  

- Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction  

- Manage service to Service and Operation Level Agreements  

- Interacts with management and other solver groups to facilitate timely incident resolution  

- Ensures quality control by analyzing HP Service Manager incident progression to improve customer service to meet and  exceed customer expectations  

- Manage the application of metrics to increase efficiency and solve issues.  

- Reviews and analyzes metric reports and other supporting reports 

- Approves implementation of performance improvements 

- Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals  

- Works with EOCU staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk
 troubleshooting and standard operating procedures  

- Leverage feedback mechanisms  to acquire information from both end users/customers and feed into CSI for

- Works with Problem and Change Management teams to resolve underlying root cause of incidents 

- Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for  leadership 

- Liaison with Release Management and Transition Planning and Support Personnel for awareness of modifications of
 procedures in support of changes deployed 

- Accountable for the identification and implementation of improvement activities for the Incident Management Process and  Service Desk function as part of CSI 


- Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD
 and nine (9) years or more experience 

- Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage  and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for
 CONUS/OCONUS locations supporting 50,000 users or more.   

- ITIL Foundations certification  

- Excellent communication skills.  

- Experience supporting Service and Operation Level Agreements. 

- Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI) 

- Must be US Citizen 




- Prior work experience with DOJ in a Service Desk environment on a 24x7x365 basis  - PMP Certification 

- ITIL Practitioner certification