Overview
On Site
Full Time
Skills
Professional Development
Help Desk
Customer Support
Collaboration
QoS
Policies and Procedures
Recruiting
Training And Development
Management
Documentation
Performance Management
Project Management
Preventive Maintenance
Security+
Security Clearance
Leadership
Analytical Skill
Reasoning
Customer Service
Communication
ITIL
ISO 9000
Reporting
Supervision
ServiceNow
Microsoft Excel
Microsoft PowerPoint
Knowledge Management
Distribution
ACD
Computer Networking
Service Desk
Active Directory
Virtual Private Network
Financial Management
Quality Assurance
Technical Writing
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2506051
Location: FORT HUACHUCA, AZ, US
Date Posted: 2025-05-23
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
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:
Qualifications
Required Education and Experience:
Required Certifications:
Required Clearance:
Required Skills:
Desired Experience:
Location: FORT HUACHUCA, AZ, US
Date Posted: 2025-05-23
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
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.
- Must be able to accommodate any of the three required shifts during weekdays and weekends such as:
- 1st shift 6:00am - 4:00pm MST
- 2nd shift 12:00pm - 10:00pm MST
- 3rd shift 9:00pm - 7:00am MST
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
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.