Technical Services Support - Manager Job Listing at SAIC in REMOTE WORK, VA (Job ID 2416252)

Description

Description

SAIC, acclaimed for being one of America's best large employers and a leader in offering flexible job opportunities, is seeking an experienced and mission-driven Service Desk/NOC Manager to join our technology-driven environment. This role demands a proactive leader, skilled in both Service Desk Management and Network Operations Center (NOC) oversight. The ideal candidate will have a history of enhancing operational efficiency, incident management, and technical support for a complex and fast-paced customer-facing program, serving individual agencies with multiple end users.

This role is 100% remote! 

 

Key Responsibilities:

• Leadership & Service Desk Management:
  • Lead, mentor, and develop service desk associates and NOC teams in alignment with SAIC's standards for customer focus and results orientation.
  • Manage team resource allocations, employee development, and schedule management for service desk.
  • Supervise Technical Services Supervisors and ensure team meets or exceeds performance goals.
• Operations Oversight:
  • Oversee daily operations of both Service Desk and NOC, including proactive network monitoring, incident detection, and resolution.
  • Manage and continuously improve operational processes, SLAs, OLAs, and uphold ITIL best practices to drive down ticket volumes and improve resolution times.
  • Identify skill gaps in the team and facilitate ongoing training and development to enhance technical competencies.
• Technical Expertise & Support:
  • • Deliver advanced support and work collaboratively with Tier 2 and Tier 3 teams to ensure the rapid identification and remediation of complex network issues.
    • Demonstrate a profound comprehension of networking technologies, including routing, switching, firewall configurations, and VPN connectivity, to support a wide range of network operations.
    • Maintain proficiency in managing and troubleshooting across different hardware platforms and software ecosystems to ensure compatibility and performance across the network.
    • Apply in-depth knowledge of the OSI model to accurately segment and diagnose network problems, thus isolating issues to specific layers of the infrastructure for targeted resolution.
    • Leverage expertise in practical networking and theoretical OSI model concepts to devise precise, efficient solutions that minimize downtime and operational impact on the overall network system.
    • Responsible for authoring and maintaining comprehensive technical and procedural documentation that details service protocols, escalation processes, and other critical operational procedures.
• Continuous Improvement & Strategy:
  • Use data assessment & analytics for continuous improvement and productivity enhancements (e.g. Agile Scrum/Kanban methodology).
  • Partner with customer stakeholders and suppliers to improve service quality and operational strategy.
• Reporting & Compliance:
  • Assemble, analyze, and report data to track performance metrics, manage talent acquisition, and ensure all practices protect sensitive information per compliance standards.

 

Qualifications

Required Education and Experience:

• A minimum of nine (9) years of experience with a Bachelor's Degree, or additional experience in lieu of a degree.
• ITIL®4 Foundation Certification and a strong understanding of ServiceNow ITSM tool.

 

Recommended Qualifications:

• Proficiency in managing firewalls and implementing comprehensive security measures.
• In-depth expertise with major routing protocols including EIGRP, OSPF, and BGP.
• A clear understanding of the Spanning-tree protocol and its application to network redundancy.
• Skills in developing and implementing both stateful and stateless traffic policies.
• Strong grasp of IPv4 addressing and CIDR subnetting techniques for network architecture and IP management.
• Hands-on experience with networking equipment from major industry manufacturers.
• Ability to work with various networking technologies across diverse hardware systems.
• Adaptability to maintain operational effectiveness within heterogeneous network infrastructures.
• Candidates should be able to demonstrate practical experience in applying the OSI framework to real-world troubleshooting and network management scenarios.
• Hands-on experience with network monitoring tools, ticketing systems, and ITSM principles.
• Strong leadership capabilities, conflict management, and team development skills.
• Excellent communication skills, able to interact effectively with both technical and non-technical stakeholders.
• Skilled in problem-solving, decision-making under pressure, and adapting to evolving priorities.
• Candidates must exhibit the ability to self-educate and independently acquire new skills, demonstrating initiative and resourcefulness.
• Prior experience in a 24x7x365 operational environment.
• Current, or previous, networking certifications such as Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or CompTIA Network+.
• Familiarity with products from vendors like Cisco, Juniper, HPE, Dell, Arista, Brocade, and Extreme Networks.
• Experience in managing network security incidents and collaboration with cybersecurity teams.

Target salary range: $80,001 - $120,000. 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.

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