IT Service Center Manager
Bethesda, MD

Job Description

Job Description

Description

SAIC is seeking qualified candidates to support National Library of Medicine (NLM) Office of Computer and Communications Systems (OCCS) for IT technical support services, systems engineering and architecture, application development, and facilities management. The work will involve Task Order and staffing management.

Provides daily supervision and direction to staff who are responsible for phone, email and in-person support to NLM users and staff in the areas of standard desktop applications, troubleshooting hardware/software, workstation builds, printer problems, network, application support and systems (system engineering and architecture) support. Oversees the Tier 1 and 2operations, systems, tools, policies, procedures, and practices and creating and managing work schedules, and ensuring staff adhere to process and policy requirements. Serves as the Incident Manager responsible for managing events and problems that impact desktops, network, system service support, and facility management. Escalation point person for IT Service Center for/by NLM staff.

Advise and assist in the support of new system rollouts and upgrades by contributing to implementation plans and/or training sessions. Lead, manage, motivate, develop and direct teams. Knowledge of and commitment to best practices in the IT Service Center/Service Management. Demonstrated communication, facilitation, and leadership skills.

Demonstrated ability to multi-task and set priorities in a fast-paced client support environment with rapidly changing priorities. Performs needs analysis, designs, develops, coordinates, and promotes computer education programs for staff using a variety of delivery techniques including classroom, offsite, and web-based training. Acts as a consultant and/or facilitator to enable different project and/or program areas to meet their computer training goals and requirements. Contributes to the learning experience of students providing hands-on learning opportunities. Shall be experienced with desktop and laptop standards, software deployment techniques and tools. Activities will require substantial contact with users of all levels: Service Center staff, network, and other staff, all requiring effective interpersonal and written English communication skills. May participate in planning and analysis efforts related to hardware/software deployment. May participate in efforts to evaluate, test and introduce new technology and approaches. Plans and executes tasks in conjunction with other system managers and Government staff. Follows approved procedures and quality standards.

Qualifications

REQUIRED:

A Bachelor's degree, preferably in a related technical field. This position requires a minimum of seven (7) years of experience, of which at least (5) five years must be specialized. An additional five (5) years of full-time technical related to broad experience can be substituted for the degree.

Specialized experience includes: management of the IT Service Center in a desktop/multi-server environment, comprehensive knowledge of PC operating systems, e.g., Windows, as well as networking and mail standards and supervision of the IT Service Center staff.

Shall possess the following qualifications:

* At least two (2) years of training experience with the Microsoft Office suite of tools
* Experience in developing and delivering professional education and/or instructional design, adult learning styles, program facilitation in a technical setting
* Strong written, verbal, and presentation communication skills
* Proven experience in training, time management, and teamwork skills
* Ability to manage multiple projects and meet deadlines
* Demonstrated initiative, creativity, and flexibility
* Strong customer service orientation coupled with strong interpersonal/relationship building skills
* Experience working with customers and subject matter experts at all levels within the organization
* Experience working with PC workstations and using application software
* Familiar with standard concepts, practices, and procedures within the IT field

Demonstrated ability to communicate orally and in writing and a positive customer service attitude.

Must be a US citizen or greencard holder with the ability to obtain a public trust

DESIRED:

A+ or comparable hardware/software certification, nationally recognized certification appropriate to the position, and/or formal training is a plus.

IT Service Management and IT Infrastructure Library experience

Project Management experience

Data center facility management knowledge

Knowledge of NOAA IT Security Program and Policies

Knowledge of NLM OCCS organization and IT Support missions

* Desktop Support
* Network Operations
* System Services - System Engineering and Architecture
* Application Services - Software modernization
* Facilities management

Sufficient Knowledge of SAIC Service Portfolio in order to identify applicability and benefits to LM OCCS

* Enterprise IT
* Cyber Security
* Software development and modernization
* Data Analytics
* Engineering, Integration, and Logistics
* Training and Mission Solutions

Understanding and management experience of Scaled Agile Framework (SAFe), Kanban, and Scrum

Overview

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 saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability