Overview
Remote
On Site
USD 40,001.00 - 80,000.00 per year
Full Time
Skills
Augmented Reality
Security Clearance
Incident Management
Bridging
Team Leadership
Technical Support
Help Desk
Performance Metrics
KPI
Problem Management
Reporting
Documentation
Onboarding
Dashboard
Regulatory Compliance
IT Governance
Management
Service Desk
Computer Science
Information Systems
Service Delivery
Supply Chain Management
Leadership
Mentorship
Communication
ITIL
IT Service Management
Conflict Resolution
Problem Solving
Analytical Skill
Customer Service
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2512568
Location: REMOTE WORK, AR, US
Date Posted: 2025-12-30
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
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:
Qualifications
Job Role Specific Requirements:
Key Skills
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Location: REMOTE WORK, AR, US
Date Posted: 2025-12-30
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
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
- Google Workspace
- Certs: ITILv4 and HDI Support Center Manager (HDI-SCM) Certification.
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: $40,001 - $80,000. 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.