SAIC
KY
Description SAIC Is seeking a Customer Service Center Manager to support a large government customer. Responsible for overseeing and leading the service desk team. Leads IT support, overseeing staff, daily operations, and ensuring timely, high-quality technical assistance for end-users by managing tickets, monitoring SLAs, developing processes (like escalation/incident management), fostering team growth, and bridging communication between users, staff, and senior management to align IT support with business goals. DUTIES INCLUDE: Team Leadership: Recruit, train, mentor, and manage IT support staff, fostering a positive environment and managing performance. Operational Oversight: Manage daily help desk operations, including ticket queues, response times, and resolution processes, ensuring SLAs are met. Service Improvement: Analyze performance metrics (KPIs, user satisfaction), identify areas for improvement, and implement new strategies and best practices (like...