Technical Services Team Manager

Job ID: 2208648-COOKEVILLE-TN

Location: COOKEVILLE , TN , US

Date Posted: 2022-06-07

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: Yes

Description

SAIC has an opening for Enterprise Service Desk Technical Services Team Manager to join our talented and dynamic team in support of the US Department of Veterans Affairs, Enterprise Service Desk (ESD) Tier 1 Support in a Multi-Vendor Service Provider (MVSP) environment.

In this role, the ESD Technical Services Team Manager will lead day-to-day technical services through the ESD. The incumbent will possess and apply ITIL 4 management practices to set the tone and pace for the maturation of the organization.

The ESD Technical Services Team Manager will actively monitor call and ticket queues to ensure customer calls and tickets are promptly addressed, as well as regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives. The incumbent will ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary), and will ensure all incidents and service requests are promptly escalated across Tiered support.

The ESD Technical Services Team Manager also must ensure all support personnel and service desk systems provide prompt and professional service to customers and provide guidance to support staff as required. They will maintain enterprise awareness of system maintenance and outages, as well as world events that could influence IT operations. In addition, they will communicate all planned/unplanned service outages to Senior Management and initiate escalation protocols in accordance with standard operating procedures. Frequently communicate with Program Manager on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the organization. They will also identify, notify, and address operational deficiencies with Program Manager. The incumbent will promptly notify management of potential system problems or customer issue. Ensure all required reporting is completed correctly, reviewed, and delivered on-time.

Key Responsibilities

• Drive Service Management improvements in governance, process, metrics reporting and service design. Service Management processes within current scope are Incident, Problem, Change, Configuration (CMDB), Release, Knowledge, Service Request Fulfillment, and Event.
• Ensure the development and maintenance of the IT Service Catalog that defines for each service:
• Clarify and refine service definition.
• Service level agreements (SLA) that set performance expectations for service requestor
• Champion opportunities for Automation in the efficient and effective execution of the service management process to drive improvements (e.g., reduction in MTTR and manual effort, SLA compliance, etc.)
• Develop AIOps (Artificial Intelligence for IT Operations) strategy and platform. AIOps is the automation of IT operations tasks through AI to free IT Operations by ingesting operational data to identify issues and ideally resolve automatically. The platform should 1) automate routine practices 2) recognize serious issues faster and with greater accuracy and 3) streamline the interactions between IT service lines.

Operational Management

• Foster and drive a culture of operational excellence amongst their team.
• Responsible for ensuring ServiceNow ticket monitoring, prioritization, and escalation.
• Coordinate incident and problem management activities with all stakeholders’ service line and MSP stakeholders. Drive a culture of standard, consistent and proactive response to incidents to restore normal service operation as quickly as possible and eliminate repeat incidents that adversely impact business operations.
• Facilitate development of operational procedures for all IT services (e.g., runbooks, Knowledge Articles, etc.) Drive incident resolution, root cause analysis, problem management and improve effectiveness of incident and problem communication end-to-end.
• Integrate the voice of the customer to increase satisfaction, sentiment and reduce escalations.
• Drive the standardization of IT dashboards and reporting to represent the state of health and control over IT Operations and Services within scope.
• Conduct Operations Reviews and communicate IT metrics throughout IT and the business.
• Evaluate and update service level standards, policies and procedures, training materials, and best practices.
• Maintain the IT user knowledge base and self-service troubleshooting guides.

Qualifications

Qualifications

• Experience managed ESD Technical Support Staff of varying levels from entry-level to experienced service desk staff by setting challenging goals and monitoring progress and achievements in meeting or exceeding targets.
• Familiarity working with ITSM software such as ServiceNow.
• 5 plus years or more of relevant work experience working in a large-scale Federal or global Fortune 500 company.
• Proven experience in Service Management (ITSM) and/or ITIL 4.
• Excellent, hands-on technical knowledge and experience working in an enterprise infrastructure and applications environment.
• Experience with application and infrastructure monitoring tools
• Experience in creating reports and analysis using ServiceNow.
• Domain expertise with IT security is desirable
• A high degree of creativity and “out-of-the-box” thinking
• Ability to think broadly and strategically, balanced with high attention to detail.
• Able to execute on multiple projects simultaneously in fast-paced environments.
• Possesses a services and solution orientated approach
• A very good understanding of “Quality” as it relates to Customer satisfaction
• Ability to interact and build strong relationships within all business and corporate functions
• Takes responsibility and achieves results
• Bachelor’s degree in Computer Science, Computer Information Systems, Accounting Information System, or engineering or technically related field. May consider an additional 5 years of experience in lieu of a degree.
• 5 Years’ experience.
• Must be able to obtain and maintain a Public Trust

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.