Service Desk Manager

Location: Adelphi, MD. Full-time, on-site role with up to 10% travel. Must hold an active Secret clearance and be able to obtain Top Secret clearance.

About the role

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL’s research mission. ARL is the Army’s corporate laboratory, within the Combat Capabilities Development Command (DEVCOM), and its diverse facilities and workforce drive world-class integrated research and analysis for the US Army. Focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons.

Responsibilities

• Serve as the primary escalation point for customer and technician issues and interface with the Program Manager to drive process improvement and service delivery performance.
• Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
• Handle ticket assignment for completion and lead quality control processes, service improvement, performance monitoring, and problem management.
• Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.
• Recommend system modifications to enhance the usability of Information Systems and network resources.
• Route and escalate requests to Tier III and other teams for quick customer issue resolution.
• Collaborate with network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

Requirements

• BA/BS in Computer Science or Information Technology, or a High School Diploma with four additional years of experience.
• At least ten years of relevant experience working in an IT or Service Desk environment.
• Active Secret clearance and willingness to obtain Top Secret clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (e.g., CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP).
• Must receive Microsoft 365 Certified Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Qualifications

• Information Technology Infrastructure Library (ITIL) v4 certification.
• A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019).
• Proficiency with Microsoft Office products.
• Experience creating and modifying documentation for technical processes and procedures.
• Experience working in a Department of Defense (DoD) environment.
• Strong problem-solving and troubleshooting skills for complex issues.
• Self-starter requiring minimal supervision.
• Excellent communication (written and oral) and interpersonal skills.
• Strong organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Pay

Target salary range: $120,001 – $160,000, based on experience and other factors.