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End User Support Manager Job

Washington, DC
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End User Support Manager Job

End User Support Manager Job

Date: Oct 18, 2018

Location: Washington, DC, US

Company: SAIC

End User Support Manager (Job Number:435162)


SAIC is seeking an End User Support Manager to support the implementation of IT shared services for a large government agency. By establishing a common operating environment (COE) for all departments within the agency, all users will have access to a service catalog with automated service delivery that is implemented with commercial-grade IT practices. The End User Support Manager reports to the Program Manager and provides day-to-day management to meet all technical, schedule, and cost requirements, including the SLAs for service delivery, for the End User Support task.


- B.S. in IT related field
- Minimum 18 years of experience, with at least 10 years of end user support experience in a multi- vendor environment
- Providing end user support for enterprises with at least 10,000 users
- Managing service delivery to achieve defined SLAs
- Experience performing supervisory functions such as timely approval for time charging, expense reports, and travel plans; performance coaching and feedback; salary administration; and staffing functions
- Use of tools and dashboards to track IT costs, service consumption, and performance against plans
- Knowledge of ITIL
- Ability to direct a multi-vendor, geographically distributed team providing 24/7 end-user support functions such as service desk, incident management, telephone operations, desk side support, field support, and physical installation/move support.
- Ability to apply knowledge of commercial-grade, common IT services and service delivery management processes to an organization of 10,000 users in locations throughout CONUS
- Ability to collaborate with Program Management Office team to identify and apply new technologies to implement and maintain user self-help options (e.g. service catalog, knowledge management system, and automated chat features)
- Ability to identify and implement workflows for automated service delivery with appropriate approvals
- Capable of communicating with senior executives of the agency, SAIC and multi-vendor team
- Ability to apply commercial best practices and tools to maintain IT cost tracking, service consumption, and performance against plans
- Knowledge of Organizational Change Management concepts Education and Experience
SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC has approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com.

EOE AA M/F/Vet/Disability

Job Posting: Oct 2, 2018, 9:57:56 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Other Clearance
Clearance Level Must Be Able to Obtain: Other Clearance
Potential for Teleworking: No
Travel: Yes, 25% of the time
Shift: Day Job
Schedule: Full-time

Nearest Major Market: Washington DC

Job Segment: Engineer, Program Manager, Service Desk, Manager, Systems Engineer, Engineering, Management, Customer Service

Posted: 2018-11-01 Expires: 2018-12-01

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End User Support Manager Job

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