Note: The job is a remote job and is open to candidates in USA. SAIC is looking for a Program Manager to lead a team of IT support professionals, ensuring the delivery of high-quality technical support to end-users, and driving continuous improvement in service delivery processes. This role will manage Tier II and III help desk teams, ensuring compliance with service level agreements and enhancing team performance.
Responsibilities
- Lead and manage Tier II and III help desk teams, including recruitment, training, performance evaluation, and professional development
- Develop and implement strategies to enhance team performance and service delivery
- Ensure the daily operations of the IT help desk provide timely and effective resolution of technical issues
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
- Ensure proper documentation and tracking of all support requests and incidents
- Develop and implement standard operating procedures (SOPs) and best practices for help desk operations
- Implement continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction
- Serve as the primary point of contact for escalations and incidents, ensuring prompt resolution and communication with stakeholders
- Build and maintain strong relationships with internal customers, understanding their needs and ensuring help desk services align with real world operational requirements
- Collaborate with other IT teams and departments to ensure seamless service integration and support
- Generate and present regular reports on help desk performance, including metrics on ticket resolution times, user satisfaction, and system uptime
- Analyze trends and patterns in support requests to identify recurring issues and areas for proactive improvement
- Provide insights and recommendations to senior management based on data analysis
- Ensure the help desk team is equipped with the necessary tools and resources to perform their duties effectively
- Foster a collaborative and customer-focused culture within the help desk team
Skills
- Bachelor's degree in Information Technology, Computer Science, or a related field and fifteen (15) years of relevant experience
- Must be a U.S. Citizen
- Must have a Top Secret Clearance to start
- Must be able to obtain a TS/SCI clearance after start
- Must have experience leading and managing teams of ten or more
- Proven experience in IT help desk management or a similar role, with a track record of successfully managing technical support teams
- Strong knowledge of IT service management (ITSM) frameworks and best practices, such as ITIL
- Excellent leadership, communication, and interpersonal skills
- Ability to analyze complex technical issues and develop effective solutions
- Strong organizational skills and attention to detail
- Ability to work effectively in a fast-paced, dynamic environment
- Desired Certifications: ITIL Foundation or higher; Active PMP or Project Management Certificate obtained through a program at an accredited college or university
- Experience with help desk ticketing systems and reporting tools
- Experience with Naval Enterprise Support Desk is a plus
Benefits
- Hybrid/Remote role located in Suffolk, VA in the Tidewater area. Must be local to area.
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