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SAIC · 3 hours ago

Customer Service Center Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$40K/yr - $80K/yr

10+ years exp

SAIC is seeking a Customer Service Center Manager to support a large government customer. The role involves overseeing and leading the service desk team, managing daily operations, and ensuring high-quality technical assistance for end-users while aligning IT support with business goals.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

U.S. Citizen Only

Responsibilities

Team Leadership: Recruit, train, mentor, and manage IT support staff, fostering a positive environment and managing performance

Operational Oversight: Manage daily help desk operations, including ticket queues, response times, and resolution processes, ensuring SLAs are met

Service Improvement: Analyze performance metrics (KPIs, user satisfaction), identify areas for improvement, and implement new strategies and best practices (like ITIL)

Escalation & Problem Management: Act as the first point of escalation for complex issues, manage major incidents, and develop preventative strategies

Stakeholder Communication: Liaise with senior management, other IT groups, and business stakeholders to understand needs and report on service desk performance

Documentation: Create and maintain standards, procedures, onboarding materials, and FAQs for support processes

Monitoring incident/request dashboards and reports

Setting team schedules and coverage

Conducting regular team meetings to discuss performance and satisfaction

Making recommendations for tech updates and improvements

Ensuring compliance with IT governance frameworks