Note: The job is a remote job and is open to candidates in USA. 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.

Responsibilities

• 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

Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field and fifteen (15) years of relevant experience
• Must be a U.S. Citizen
• Must have a Top Secret Clearance to start
• Must be able to obtain a TS/SCI clearance after start
• Must have experience leading and managing teams of ten or more
• Proven experience in IT help desk management or a similar role, with a track record of successfully managing technical support teams
• Strong knowledge of IT service management (ITSM) frameworks and best practices, such as ITIL
• Excellent leadership, communication, and interpersonal skills
• Ability to analyze complex technical issues and develop effective solutions
• Strong organizational skills and attention to detail
• Ability to work effectively in a fast-paced, dynamic environment
• Desired Certifications: ITIL Foundation or higher; Active PMP or Project Management Certificate obtained through a program at an accredited college or university
• Experience with help desk ticketing systems and reporting tools
• Experience with Naval Enterprise Support Desk is a plus

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