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SAIC Help Desk Manager in COLORADO SPRINGS, Colorado


We are currently seeking a motivated, career and customer oriented Help Desk Manager to join our team to begin an exciting and challenging career with SAIC.

Primary Responsibilities:

• Leads an all-star team of service desk technicians responsible for the maintenance and sustainment of all systems under the NORAD/USNORTHCOM Building 2

• Works with the Network Operations Center, Technical Management Team and projects team to identify existing on ongoing issues associated with the networks

• Responsible for managing all incoming trouble tickets and provide ability to understand and route standard versus non-standard fulfillment requests

• Lead efforts to track, manage and delineate various incident reports and metrics

• Lead efforts to do front line triage on incidents and provide Tier 1/2 level support to users

• Develops functional requirements through interaction with end-users and coordinates with support teams on systematic enhancements or changes

• Review and update current processes and procedures to ensure their accuracy in accordance with customer requirements and contract policies

• Have the ability to learn and train junior personnel on new system changes as needed

• Be the single focal point for all NORAD/USNORTHCOM incident and fulfillment requests

• Provide support for implementation, troubleshooting and maintenance of IT systems

• Troubleshoot to determine problems for operating systems, applications, network, or mobile issues

• Ensure efficiency by identifying areas of improvement and recommending procedural changes that enables the Government to attain integrated outcomes that are effective

• Mitigate risks by ensuring staff meet and exceed contractual requirements by directly interacting with operations team

• Assign tasks to contractor personnel, supervising on-going technical efforts, and managing contract performance identified by the customer

• Collaborate with other Service and Functional Leads to resolve customer related issues with company provided services


Basic Qualifications:

• Currently possess an active Secret security clearance with ability to obtain Top Secret/SCI clearance

• Hold DoD-8570 IAT II baseline certification (Security+CE) prior to start date

• Bachelor's degree in a relevant technical discipline with 5+ yrs. of overall related experience (additional years of directly applicable experience may be accepted in lieu of a degree)

• Prior experience overseeing staff and diverse technologies to include NOC Analysts, Subject Matter Experts, and Network Engineers 24x7x365

• Demonstrated understanding and experience with NIPRNet

• Demonstrated understanding and experience with SIPRNet

• Ability to work in a 24/7 operation

Preferred Qualifications:

• Demonstrated experience working with NIPRNet supporting the unclassified network system

• Demonstrated experience working with SIPRNet supporting a classified network system

• ITIL Foundations Certification

• Excellent project, technical, interpersonal, presentation and problem management skills

• Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts

• Familiarization of DOD regulations and directives

REQNUMBER: 2013441

SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability