4 days old

Help Desk Manager Job

  • Job Code
Help Desk Manager Job

Help Desk Manager Job

Date: Jul 3, 2018

Location: Oak Ridge, TN, US

Company: SAIC

Help Desk Manager (Job Number:432827)


SAIC currently has an opening for two Help Desk Managers to work in the Baltimore or greater DC area to coordinate and supervise a help desk of approximately 25 people supporting a range of the Centers for Medicare & Medicaid Services (CMS) systems. The candidates should have strong relevant experience in managing a multi-tiered service desk following ITIL patterns and practices. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions and Responsibilities:

- Manage/Supervise the BOSC Service Desk team
- Meet with and regularly report to the BOSC government program management team
- Manage, Track and Report on BOSC Service Desk SLA metrics
- Work directly with the BOSC Project & Operation Managers to coordinate and implement SLA objectives
- Participate in Management Reviews and Operational Reviews
- Provide input for continuous improvement initiatives
- Direct support script development and training
Physical Demands:

- While performing duties of the job, incumbent will be exposed to Normal demands associated with an office environment.
- Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face.
- This position requires incumbent to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk and hear.
- Employee must be able to lift and/or move up to 25 pounds.
- Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.
- Work Environment: The noise level in the work environment is usually moderate.



- Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience


- Two (2) years of project management experience managing a multi-disciplinary project team. It is preferred if some or all of this experience included managing government projects.
- Experience developing, implementing and providing training for Tier 1 and 2 support scripts
- Experience coordinating complex multi-organization SLAs
- Experience managing process improvement initiatives
- Excellent client communications skills
- Experience monitoring and reporting project metrics and SLAs
- Experience with ITIL projects
- Experience with CMS Medicare or Healthcare systems (i.e. BOSC, MAPD, MMA, TrOOP, HCPP)
- Experience with IBM DOORS
- Experience with CMS eXpedited Life Cycle Process (XLC)
- Experience coordination and utilization of IVR in conjunction with Tier based help/service desk operations
- Security/Certification Requirements:

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: Dec 12, 2017, 5:00:00 AM
Primary Location: United States-TN-OAK RIDGE
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

Nearest Major Market: Knoxville

Job Segment: Engineer, Help Desk, Information Technology, Service Desk, Program Manager, Engineering, Technology, Customer Service, Management


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