IT End User Support Manager

The National Security Customer Group of SAIC is seeking IT End User Support Lead section to support an IT Service Delivery effort for USTRANSCOM (USTC) located at Scott Air Force Base (AFB) in Illinois, approximately 20 Miles from St. Louis, MO. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications. This support will be provided to the USTC Command, Subordinate Commands, and other supporting organization as directed on behalf of the Command Control, Communications & Cyber Systems Directorate (TCJ6).

The End User Support Lead is a pivotal role focused on providing outstanding on-site and remote support to end-users. Collaborating closely with the Service Desk Manager, this position plays a crucial role in managing ticket queue escalations and ensuring efficient resolution of IT issues. Responsibilities include maintaining and supporting command-approved applications, peripherals, and desktop technology. Additionally, the End User Support Lead will periodically engage with customers and directorate offices regarding team customer surveys and technician performance.

Responsibilities

• Lead the local End User team consisting of the Service Desk, Cyber Operations Center, Telephone/Mobility, Executive Communications Team, Web/Sharepoint, Audio Visual, PC Maintenace, and the Functional Area Communications and Computer Systems Manager (FACCSMs) managing the positive control and hand off of ticket queue assignments, ensuring effective follow-up support, and maintaining clear communication with end-users.

• Ensure the thorough documentation of all tickets with detailed resolutions or workarounds, and research comprehensive solutions for recurring problems.

• Perform regular Proactive IT Support Walkthroughs to actively engage with users, identify potential IT issues, and provide immediate troubleshooting, enhancing overall user satisfaction with IT services.

• Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting.

• Oversee the installation, monitoring, and maintenance of all command-provided hardware, software, mobile devices, and peripherals for end-users.

• Provide weekly and monthly management reports on projects, accomplishments, and IT support activities.

Contribute to the development and refinement of technology guidelines, policies, and procedures.

• Coordinate approval of Standard Operating Procedures (SOPs) for End User Technicians

• Support and engage with the USTC customer frequently to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests

• Attend Daily\Weekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns

• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information

• Track and monitor the performance of all end-user SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk

• Perform monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format

• Provide detailed reporting on tickets to key stakeholders weekly

• Manage team schedule, balancing employee absences/vacations and USTC SLAs/KPIs

• Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures.

• Set clear team goals and provide corrective action plans where individual performance is not being met

• Collaborate with other DoDAC SAIC organizational entities (e.g. service desk, AV, Mobility) and external vendors to solve issues on the customers behalf.

This position is for Monday through Friday, normal business hours.

• DoD Secret clearance

• BA/BS

• 10 years of experience

• 5 years of previous experience managing team of 10 or more IT personnel

• ITIL 4 Foundations

• Must have at least one of these IAT Level II certifications: Security , CECCNA-Security, CySA , GICSP, GSEC, CND, SSCP

• Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.

• Previous experience using ITSM tools for ticket and SLA tracking and reporting

• Must be organized and detailed oriented

• Self- starter and problem solver

• Strong analytical and problem solving skills

• Experience with MS Office to include Word, PowerPoint, Visio, Project and Excel

• Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment

• Strong oral and written communication skills across all levels

• Collaborative management approach to drive project / task success across multiple stakeholder organization

• Excellent leadership skills with the ability to motivate and guide a team to achieve high-quality service delivery.

• Ability to become familiar with basic project management approaches, tools and phases of the project lifecycle.

• Prior experience working on customer site