• Customer Service Center Manager

    SAIC (AR)


    Description

    SAIC Is seeking a Customer Service Center Manager to support a large government customer. Responsible for overseeing and leading the service desk team. Leads IT support, overseeing staff, daily operations, and ensuring timely, high-quality technical assistance for end-users by managing tickets, monitoring SLAs, developing processes (like escalation/incident management), fostering team growth, and bridging communication between users, staff, and senior management to align IT support with business goals.

    DUTIES INCLUDE:

    + Team Leadership: Recruit, train, mentor, and manage IT support staff, fostering a positive environment and managing performance.

    + Operational Oversight: Manage daily help desk operations, including ticket queues, response times, and resolution processes, ensuring SLAs are met.

    + Service Improvement: Analyze performance metrics (KPIs, user satisfaction), identify areas for improvement, and implement new strategies and best practices (like ITIL).

    + Escalation & Problem Management: Act as the first point of escalation for complex issues, manage major incidents, and develop preventative strategies.

    + Stakeholder Communication: Liaise with senior management, other IT groups, and business stakeholders to understand needs and report on service desk performance.

    + Documentation: Create and maintain standards, procedures, onboarding materials, and FAQs for support processes.

    + Monitoring incident/request dashboards and reports.

    + Setting team schedules and coverage.

    + Conducting regular team meetings to discuss performance and satisfaction.

    + Making recommendations for tech updates and improvements.

    + Ensuring compliance with IT governance frameworks.

    Qualifications

    Job Role Specific Requirements:

    + 10 years of experience in leading and managing an IT service desk for enterprises. Bachelor of Computer Science, Information Systems or related field preferred.

    + Experience in providing service delivery to achieve defined SLAs

    + Certs: ITILv4 and HDI Support Center Manager (HDI-SCM) Certification.

    + Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust

    Key Skills

    + Strong leadership, mentoring, and communication.

    + Deep understanding of ITIL/ITSM frameworks.

    + Problem-solving and analytical skills.

    + Focus on customer service and satisfaction

     

    Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

    REQNUMBER: 2512568

    SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability