Program Management Manager

SAIC is looking for a **Program Manager** to lead a team of IT support professionals, ensuring the delivery of high-quality technical support to end-users, and driving continuous improvement in service delivery processes. This role will lead the execution of support for the sustained operation and maintenance of a newly deployed naval enterprise transport network, ensuring 24/7/365 availability and reliability at the Tier II and Tier III levels. The ideal candidate will bring extensive IT project management experience to provide guidance and process improvement to the team. **This position is a HYBRID/REMOTE role located in Suffolk, VA in the Tidewater area. Must be local to area.** **JOB DUTIES:** - Lead and manage Tier II and III help desk teams, including recruitment, training, performance evaluation, and professional development. - Develop and implement strategies to enhance team performance and service delivery. - Ensure the daily operations of the IT help desk provide timely and effective resolution of technical issues. - Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs). - Ensure proper documentation and tracking of all support requests and incidents. - Develop and implement standard operating procedures (SOPs) and best practices for help desk operations. - Implement continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction. - Serve as the primary point of contact for escalations and incidents, ensuring prompt resolution and communication with stakeholders. - Build and maintain strong relationships with internal customers, understanding their needs and ensuring help desk services align with real world operational requirements. - Collaborate with other IT teams and departments to ensure seamless service integration and support. - Generate and present regular reports on help desk performance, including metrics on ticket resolution times, user satisfaction, and system uptime. - Analyze trends and patterns in support requests to identify recurring issues and areas for proactive improvement. - Provide insights and recommendations to senior management based on data analysis. - Ensure the help desk team is equipped with the necessary tools and resources to perform their duties effectively. - Foster a collaborative and customer-focused culture within the help desk team. ### Qualifications **REQUIREMENTS:** - Bachelor’s degree in Information Technology, Computer Science, or a related field and fifteen (15) years of relevant experience. - Must be a U.S. Citizen - Must have a Top Secret Clearance to start - Must be able to obtain a TS/SCI clearance after start - Must have experience leading and managing teams of ten or more. - Proven experience in IT help desk management or a similar role, with a track record of successfully managing technical support teams. - Strong knowledge of IT service management (ITSM) frameworks and best practices, such as ITIL. - Excellent leadership, communication, and interpersonal skills. - Ability to analyze complex technical issues and develop effective solutions. - Strong organizational skills and attention to detail. - Ability to work effectively in a fast-paced, dynamic environment. **DESIRED SKILLS:** - Desired Certifications: ITIL Foundation or higher; Active PMP or Project Management Certificate obtained through a program at an accredited college or university. - Experience with help desk ticketing systems and reporting tools. Experience with Naval Enterprise Support Desk is a plus. ### About the Company [SAIC®](http://www.saic.com/) is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securel…