Service Desk Manager

Description SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL's research mission. This position is contingent upon contract award expected fall/winter 2024. The work is to be performed at the customer site in Adelphi, MD. ARL's unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization's mission. ARL is the Army's corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It's diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. Some of ARL's focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons Sciences. This position is your opportunity to utilize your skills and background as a Windows Systems Administrator and deliver support to the warfighting mission and cutting edge R&D for the US Army. Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). LEADERSHIP AND MANAGEMENT: Manages experienced professionals (e.g. engineers, scientists, financial analysts) who exercise discretion and independent judgement performing assignments. Often heads one or more sections of a small department. SCOPE: Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization. PROBLEM COMPLEXITY: Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units. FREEDOM TO ACT: Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives. IMPACT: Decisions have an impact on work processes and outcomes. Erroneous decisions or recommendations or failure to complete assignments normally result in serious delays and considerable expenditure of additional time, workforce, and funds. LIAISON: Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolutions of operational and scheduling issues. Often plays a key role in cooperative effort among members of a project team made up of representatives from other departments. Qualifications EDUCATION AND EXPERIENCE: Bachelors degree and nine (9) years or more of experience, additional four years of experience in lieu of degree may be considered CLEARANCE REQUIREMENT: Must have an active Top Secret clearance CERTIFICATION REQUIREMENT: Must have a Security+ certification Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. SAIC accepts applications on an ongoing basis and there is no deadline. Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2414358 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