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

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. SAIC is an Equal Opportunity Employer. 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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IT Service Center Manager