{"id":3938311,"url":"https://alion.io/job/saic-it-service-center-manager","title":"IT Service Center Manager","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":77,"open_postings":75,"ghost_share":0,"stale_share":0.92,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colorado Springs, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-03T21:09:09Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-09T17:01:39Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"SAIC is seeking a qualified IT Service Center Manager who has experience with leadership and oversight of IT Service Desk Analysts, working collaboratively with other Service Center Teams like End User Hardware, Field Technicians and other Service Teams.This position with support the NORAD/NORTHCOM Enterprise Information Technology Services (NITES) contract.Candidate will provide leadership and guidance on customer service, telephone etiquette, ticket completion, routing tickets and general service desk rolls and responsibilities and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF).\nCandidate will:\nEnsure all processes and procedures are documented and followed.Provide oversight to team and be in direct contact with Government Service Owners.\nImplement and manage Government-approved, ITIL-compliant Service Desk systems (e.g., Incident tracking system, self-help tools), to collect, track, and manage Incidents and Service Requests received by the Service Desk. \nMeasure customer satisfaction with IT services provided to end users, poll directorate leadership on quality, responsiveness, and perceived value of IT services in completing their directorate mission. Develop customer satisfaction results reports for delivery.\nProvide customers with multiple alternative communications channels to the Service Desk, including voice messages, email, and chat. Provide users with information about the availability of services and the procedures for obtaining these services via a centralized service portal, phone, and command announcements. \nEnsure IT Service Catalog provides access to service provider’s IT service catalog and online submission forms for service and product requests. \nEffective communication with team, team building skills, and organizational skills to manage schedules, tickets and provide consistent guidance and leadership. \nProvide communication up and down management chain, carry a profession demeanor.\n Required Qualifications:\nMust hold a Secret level clearance and able to obtain TS/SCI.\nBachelors and 5 years of experience plus 6 years of experience in Service Desk management and or leadership in an IT task, or HSplus 10 years of experience and maintain IAT Level II certifications (Security + or equivalent).\nHave experience managing teams within a team and good leadership skills.Military experience or DOD contract experience is a plus in this environment.","description_format":"text","description_chars":2447,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":6,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-08T10:40:47Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":5,"expected_fill_days":24,"reasons":["conf:0","stale_co","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/saic-it-service-center-manager","json_url":"https://alion.io/job/saic-it-service-center-manager.json","meta":{"generated_at":"2026-11-09T18:22:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2903,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58788},"rest":"https://alion.io/mcp/rest/get_company?id=58788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsaic-it-service-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsaic-it-service-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsaic-it-service-center-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/saic-it-service-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsaic-it-service-center-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3938311}},{"tool":"search_jobs","arguments":{"company":"saic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3938311},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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