Service Desk Manager

$120,001 - $160,000/Yr

SAIC - Adelphi, MD

Full-time - Senior

Onsite - Adelphi, MD

Professional, Scientific, and Technical Services

About the position

SAIC is seeking a proven Service Desk Manager to support the Army Research Laboratory's (ARL) Information Technology Modernization program. This role involves managing a team to deliver a full range of Enterprise IT services, ensuring effective support for ARL's diverse research mission. The position requires innovative approaches to IT service delivery, particularly in a highly mobile and geographically dispersed workforce environment.

Responsibilities

• Manage a team of experienced professionals including engineers and analysts.
• Provide technical support to field engineers and technicians in diagnosing and troubleshooting complex systems.
• Respond to situations where first-line support has failed to resolve issues.
• Report design, reliability, and maintenance problems to engineering teams.
• Interact directly with customers to resolve highly technical issues.
• Provide guidance to subordinates and recommend changes to policies and procedures.

Requirements

• Bachelor's degree in a relevant field.
• Nine years of experience in IT or related areas, with an additional four years of experience in lieu of a degree.
• Active Top Secret clearance is required.
• CompTIA Security+ certification is mandatory.

Benefits

• Competitive salary range of $120,001 - $160,000.
• Ongoing application acceptance with no deadline.
• Potential for remote work is not available.