Customer Service Center Manager Job Listing at SAIC in REMOTE WORK, KY (Job ID 2512568-2920)

Description

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.

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