Service Desk Operations Deputy

Job ID 2415590

Location ARLINGTON, VA, US

Date Posted 2024-12-06

Category Information Technology

Subcategory Sys Administrator

Schedule Full-time

Shift Day Job

Travel Yes, 10 % of the Time

Minimum Clearance Required Secret

Clearance Level Must Be Able to Obtain TS/SCI

Potential for Remote Work No

Description

A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Service Desk Operations Deputy to lead Tier 0/1 Service Desk operations for our Digital and AI Team as we embark on a large initiative to lead the design and operate integrated Enterprise IT solutions that deliver AI-enabled capabilities and enable data-driven decision making to missions across the Department, Services, and Combatant Commands.

The Ideal candidate will be adept at managing customer relationships, driving operational excellence, and fostering continuous improvement across all service areas.

Core Responsibilities 

• Performs high-level, day-to-day operational maintenance, support, and upgrades for complex operating systems, workstations, and servers.
• Coordinates, directs, and performs complex software installations and upgrades to operating systems and layered software packages.
• Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures.
• Continually monitors and tunes multiple systems to achieve optimum performance levels.
• Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions of varying complexities.
• Ensures data/media recoverability by developing and implementing a schedule of system backups and database archive operations.
• Plans and implements the modernization of servers.
• Develops, implements, and promotes standard operating procedures and schedules.
• Conducts hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
• Develops and implements new standards, policies, and procedures.
• Works closely with Network and Systems Analysts to help determine and develop the systems that will be implemented.
• 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.
  
  

Qualifications

Required Qualifications

• Bachelor’s and fourteen (14) years or more experience; Master’s and twelve (12) years or more experience; PhD or JD and nine (9) years or more experience.
• ITIL Certification
• HDI-CSR Certification.
• Excellent communication and customer service skills.
• U.S. Citizenship and an active secret clearance with the ability to obtain a TS/SCI.
  
  

Preferred Qualifications

• PMP Certification.
• CompTIA Security+/Network+/IFT+.
• CCSP Certification.
• ScrumMaster Certification.
  
  

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.