Help Desk Service Team Manager

SAIC - Arlington, VA

Full-time - Mid Level

Arlington, VA

Professional, Scientific, and Technical Services

About the position

The Help Desk Service Team Manager at SAIC will lead the Tier 0/1 Service Desk for the Digital and AI Team, focusing on delivering integrated Enterprise IT solutions that enhance AI capabilities and support data-driven decision-making for the Department of Defense. This role emphasizes customer relationship management, operational excellence, and continuous improvement across service areas.

Responsibilities

• Provides technical support to field engineers, technicians, and product support personnel diagnosing and troubleshooting complex equipment and 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 customers/users for highly technical or sophisticated products, interacting directly with them as needed.

Requirements

• Bachelor's degree with nine (9) years or more experience; Master's degree with seven (7) years or more experience; PhD or JD with four (4) years or more experience.
• ITIL Certification.
• HDI-CSR certification.
• Excellent communication and customer service skills.
• US Citizenship and a Secret Clearance with the ability to obtain a TS/SCI.

Nice-to-haves

• CompTIA Security+/Network+/IFT+ certification.
• CCSP Certification.

Benefits

• Opportunity to work with cutting-edge technology in AI and digital engineering.
• Supportive work environment that encourages innovation and continuous improvement.