Customer Service Center Manager

SAIC • Arkansas, Arkansas • 3w ago

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

Certs: ITILv4 and HDI Support Center Manager (HDI-SCM) Certification.

Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust

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

REQNUMBER: 2512568

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

SAIC

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