SAIC

Program Management Manager

SAIC • $100K — $130K *
Suffolk, VA 23434In-Person
Information Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, Computer Science, or related field with 15 years of relevant experience
  • Must be a U.S. Citizen with a Top Secret clearance
  • Experience managing teams of 10 or more
  • Proven track record in IT help desk management
  • Strong knowledge of IT service management frameworks like ITIL
  • Excellent leadership and interpersonal skills
  • Ability to analyze and solve complex technical issues

Responsibilities

  • Lead and manage Tier II and III help desk teams, overseeing recruitment and training
  • Develop strategies to improve team performance and service delivery
  • Ensure daily operations resolve technical issues timely and effectively
  • Monitor compliance with SLAs and KPIs
  • Implement SOPs and best practices for help desk operations
  • Drive continuous improvement initiatives for service quality and user satisfaction
  • Build relationships with internal customers to align services with operational needs

Benefits

  • Hybrid/remote work flexibility
  • Opportunity to lead a significant IT project in a naval setting
  • Focus on continuous improvement and professional development
  • Ability to influence departmental culture and operations
  • Engagement with a supportive team and collaborative environment
Full Job Description
Job Description

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 SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

Similar Jobs

  • TeleTech
    F-35 Acquisition Program Manager
    $99K — $225K *
    TeleTech
    Arlington, VA 22204 (Arlington County)
    Today
  • PROGRAM MANAGER
    $100K — $130K *
    Naval Sea Systems Command
    Washington, DC 20011 (District Of Columbia County)
    Today
  • PROGRAM MANAGER
    $100K — $130K *
    Naval Sea Systems Command
    Washington Navy Yard, DC 20374 (District Of Columbia County)
    Today
  • Defense Threat Reduction Agency
    PROGRAM MANAGER
    $100K — $120K *
    Defense Threat Reduction Agency
    Fort Belvoir, VA 22060 (Fairfax County)
    Today
  • PROGRAM MANAGER
    $100K — $130K *
    Defense Human Resources Activity
    Alexandria, VA 22304 (Alexandria City County)
    Reposted Today
  • Affinity
    4456 Program Manager
    $90K — $130K *
    Affinity
    Washington, DC 20011 (District Of Columbia County)
    Today
Ad banner background

Get Ready For Your
Next Interview

More Jobs at SAIC

More Information Technology Jobs

Find similar Program Management Manager jobs:

NationwideSuffolk, VA