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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 lead the execution of support for the sustained operation and maintenance of a newly deployed naval enterprise transport network, ensuring 24/7/365 availability and reliability at the Tier II and Tier III levels. The ideal candidate will bring extensive IT project management experience to provide guidance and process improvement to the team.
This position is a HYBRID/REMOTE role located in Suffolk, VA in the Tidewater area. Must be local to area.
JOB DUTIES:
- 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.
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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