7 hours

Communications and Individualized Services Manager Job

Baltimore, MD
  • Job Code
Communications and Individualized Services Manager Job

Communications and Individualized Services Manager Job

Date: May 16, 2018

Location: Baltimore, MD, US

Company: SAIC

Communications and Individualized Services Manager (Job Number:434938)


SAIC is seeking an experienced Communications and Individualized Services Manager (CISM) for a highly visible End User Services contract within an HHS OPDIV. The CISM should be knowledgeable of commonly used end user desktop technologies and highly experienced with effective written and verbal communication, developing and instituting end user training programs, managing teams, projects, schedules, prioritizing, providing responsive and effective desktop support services for 7,000+ Federal government end users across multiple US locations and for teleworkers.

The CISM will track and monitor requests and serve as the liaison supporting and educating the end users on the enterprise technologies, personalized technological, and testing individualized software applications and issue resolution. The CISM will collaborate with other key staff to contribute thought leadership, improvements, automation and efficiency to enhance the end user experience.


- Development, maintain and control standard communications processes

- Create and publish written communications, marketing tools, and help aids for client and key programs

Developing and implementing innovative and effective ways to distribute information to end-users, as it relates to but not limited to new technologies, upgraded, changes, migrations, installs, and reports

- Providing 508 complaint documentation/plain and simple writing

- Monitoring and providing informational trends

- Overseeing and maintaining the agency’s all-inclusive IT end-user support center that provides one-on-one technology instruction and troubleshooting.

- Collaborating with end-users, business partners, and other partners to test and report the compliance of above-core application software and assistive technologies equipment

- Leading a highly motivated team of customer facing individuals

- Planning and scheduling levels of support for training, testing, and marketing and communications


- Bachelor of Science in Information Technology, Computer related fields or Management

- Minimum of Seven (7) managing teams, providing end user technology support services, training, communications/marketing, and testing to end users in Federal government environments.

- Experience supporting end users at multiple geographic locations including approaches for teleworker support

- Experience managing multi-disciplinary project teams

- A proven track record of achieving high customer satisfaction and / or meeting Service Level Agreements

- Demonstrated success implementing process or tool improvements and managing successful transitions

- Experience working within a Tier based service desk environment


- ITILv3 Certification

- PMP Certification

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC has approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com.

EOE AA M/F/Vet/Disability

Job Posting: Mar 23, 2018, 7:43:19 PM
Primary Location: United States-MD-BALTIMORE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

Other Locations: United States-VA, United States-DC

Nearest Major Market: Baltimore

Job Segment: Communications, Marketing Communications, Marketing Manager, Engineer, Service Desk, Marketing, Engineering, Customer Service


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Baltimore, MD

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Baltimore, MD

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