Job Description

Description

SAIC is currently looking for a Service Delivery Manager to help support the Revolutionary Information Technology Services (RITS) program. RITS provides a modern and secure enterprise-wide IT support services to approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).

Job Duties: 

• Manages a small team of experienced professionals.
• Provides technical support to field technicians, and product support personnel who are diagnosing, troubleshooting, and repairing computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Interacts directly with product support personnel when the customer's problem cannot be resolved directly by first-level resources.
• Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units.
• Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives.
• Plays a key role in cooperative effort among members of a project team made up of representatives from other departments.

Qualifications

Required Education and Experience: 

• Bachelors and 10 years of experience; four (4) years of experience in lieu of degree

Required Security Clearance: 

• Required secret clearance on first day of employment

Required Skills: 

• Previous experience working with all levels within an IT organization, including customer support at Tiers I and II as well as technical support teams throughout Tier III.
• Basic understanding of systems management including Microsoft desktop and network operating systems, Mobile Device Management, virtualization technologies, networking equipment, Dell hardware, remote access solutions, etc.
• Basic concepts related to the provision of IT customer service support through Tier I, Tier II and Tier III. Must have knowledge of Network Maintenance, Network Design and Implementation, System Administration, Operating Systems, Network Hardware Configuration.
• Skill in building work relationships, resolving conflict, project management, and promoting process improvement.
• Excellent leadership, organizational, administrative, interpersonal, and oral and written communications skills with special attention to detail.
• Ability to independently define and manage large workloads and organize work efficiently. 
• Ability to prioritize and perform multiple tasks on short notice within established deadlines. Ability and willingness to work with and/or lead teams, and capacity for problem-solving. 
• Experience in providing service delivery to achieve defined SLAs.
• Experience of ITSM software applications and tools, analysis, and reporting.

Preferred Skills:

• Prior USACE/RITS experience preferred.

Target salary range: $100,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.


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.

Job Tags

Remote job,

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