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Description

SAIC is seeking a **Service Desk Team Manager, onsite, at Ft Huachuca, AZ** to support the **US Army Enterprise Service Desk.**

NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts.

Job Description:

+ Primarily responsible for the professional development of team members through the performance management process

+ Contribute to Help Desk Improvement by communicating observed gaps in team knowledge

+ Exercise independent judgment within generally defined objectives and policies

+ Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation

+ Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service

+ Use of monitoring tools to provide feedback to team members

+ Provide focus to staff by established policies and procedures and implements and administers policies that affect employees

+ Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development

+ Oversee the appropriate development and retention of documentation and records

Qualifications

Required Education and Experience:

+ Bachelor's degree and two (2) years of experience; four (4) years of experience are accepted in lieu of a degree

Required Certifications:

+ Must have a current ITIL Foundation V4 certification

+ CompTIA Security+ required

Required Clearance:

+ Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain

+ Must be a current US Citizen

Required Skills:

+ Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers

+ Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies

+ Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions

+ Excellent customer service skills and be well versed in the Service Desk environment

+ Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must

+ Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000

+ Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals

Desired Experience:

+ Familiar with standard report and supervisory software such as ServiceNow, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems

+ Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills

REQNUMBER: 2510262

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