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IT Service Center Manager

Colorado Springs, CO, US • Posted 7 hours ago • Updated 7 hours ago

Full Time

On-site

USD $80,001.00 - 120,000.00 per year

SAIC

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Job Details

Skills

Operations Management
Supervision
Technical Support
Recruiting
Project Management
Preventive Maintenance
Leadership
Distribution
Professional Development
Standard Operating Procedure
Knowledge Base
Program Management
Reporting
KPI
Customer Satisfaction
SLA
Collaboration
Communication
Onboarding
Training
Security Clearance
Performance Management
Service Delivery
Service Desk
IT Service Management
ServiceNow
BMC Remedy
Workflow
Active Directory
Microsoft Windows
Operating Systems
Microsoft Office
Management
Accountability
Security+
CISSP
ITIL
Strategist
Help Desk
Supply Chain Management
Team Leadership
Adobe AIR
DoD
Cyber Security
Risk Management Framework
RMF
STIG
Regulatory Compliance
Asset Management
Computer Hardware
Military
CompTIA
Network+
Microsoft
Information Technology
Systems Engineering
FOCUS

Operations Management
Supervision
Technical Support
Recruiting
Project Management
Preventive Maintenance
Leadership
Distribution
Professional Development
Standard Operating Procedure
Knowledge Base
Program Management
Reporting
KPI
Customer Satisfaction
SLA
Collaboration
Communication
Onboarding
Training
Security Clearance
Performance Management
Service Delivery
Service Desk
IT Service Management
ServiceNow
BMC Remedy
Workflow
Active Directory
Microsoft Windows
Operating Systems
Microsoft Office
Management
Accountability
Security+
CISSP
ITIL
Strategist
Help Desk
Supply Chain Management
Team Leadership
Adobe AIR
DoD
Cyber Security
Risk Management Framework
RMF
STIG
Regulatory Compliance
Asset Management
Computer Hardware
Military
CompTIA
Network+
Microsoft
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2615547

Location: Colorado Springs, CO, US

Date Posted: 2026-08-11

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: TS.SCI

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: ORA_ON_SITE

Description

SAIC is seeking an experienced IT Service Center Manager to support a dynamic IT services program at Peterson Space Force Base, Colorado Springs, CO. This is an on-site leadership role responsible for the day-to-day oversight and operational management of a multi-tiered IT Service Center team supporting Department of Defense (DoD) personnel. The Service Center operates during business hours, Monday through Friday, 6:00 AM - 6:00 PM Mountain Time.

Responsibilities

The Service Center Manager will provide hands-on leadership and supervision across all service delivery tiers, ensuring consistent, high-quality IT support is delivered in alignment with program requirements, SLAs, and ITIL best practices.

Team Leadership & Operations

Oversee the daily operations of a multi-tiered Service Center team, ensuring adequate staffing coverage across all shifts within the 6:00 AM - 6:00 PM MT business hours window
Serve as the primary point of escalation for complex or sensitive issues requiring leadership intervention
Monitor team performance, workload distribution, and queue management to ensure timely resolution of incidents and fulfillment of service requests
Conduct regular team meetings, one-on-ones, and performance reviews to foster professional development and accountability
Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and work instructions to support consistent service delivery
Coordinate with program management and government stakeholders to communicate service status, trends, and improvement initiatives
Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance
Drive continual service improvement initiatives leveraging ITIL frameworks and industry best practices
Work collaboratively with all other Operations team leads and technical teams across the program to ensure seamless ticket escalation, resolution coordination, and communication; the program encompasses multiple specialized teams and the Service Center Lead serves as a critical integration point, ensuring incidents and requests are routed, escalated, and resolved efficiently across all functional areas
Support onboarding and training of new Service Center personnel
Ensure all team members maintain required certifications and clearance levels in accordance with program requirements

Qualifications

Required Qualifications

Location: Must be local to Colorado Springs, CO; this position requires on-site presence at Peterson Space Force Base
Clearance: Active Top Secret with SCI eligibility required at time of hire

Certification:

CompTIA Security+ (or equivalent DoD 8570/8140 IAT Level II certification or higher) required
Minimum of one (1) active ITIL certification (ITIL 4 Foundation or higher) required

Experience:

5+ years of experience supporting DoD agencies in an IT services or service desk capacity
3+ years of experience in a Service Desk Lead, Supervisor, or Team Lead role, with demonstrated responsibility for team oversight, performance management, and service delivery
Strong working knowledge of ITIL service management principles and their practical application in a service desk environment
Proficiency with ITSM ticketing platforms (e.g., ServiceNow, Remedy, or equivalent)
Experience managing multi-tiered support teams and coordinating escalation workflows
Familiarity with Active Directory user and computer account administration
Strong understanding of Windows desktop operating systems and Microsoft 365 applications in a DoD or enterprise environment
Demonstrated ability to manage competing priorities, meet SLAs, and drive accountability within a team

Desired Qualifications

Security certification above the CompTIA Security+, such as CompTIA CySA+, CASP+, CISSP, or equivalent higher-level DoD 8570/8140 certification
Multiple ITIL certifications beyond Foundation level (e.g., ITIL 4 Specialist, Strategist, or Leader designations)
Help Desk Institute (HDI) certification, such as HDI Support Center Manager (HDI-SCM), HDI Support Center Team Lead (HDI-SCTL), or equivalent
Experience supporting Space Force, Air Force, or other DoD Space enterprise programs
Familiarity with DoD cybersecurity frameworks, RMF, and STIG compliance requirements
Experience with asset management tools and hardware lifecycle processes in a government environment
Prior experience supporting VIP or executive-level customers in a military or government setting
CompTIA A+, Network+, or Microsoft certifications (e.g., MD-102, MS-900)

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

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.

Dice Id: 10111346
Position Id: 2615547
Posted 7 hours ago

Company Info

About SAIC

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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