IT Service Center Manager

SAIC - 4.0

Colorado Springs, CO Job Details Full-time $80,001 - $120,000 a year 13 hours ago Qualifications Managing technical support teams Managing teams in a customer support role Windows Incident Escalation DoD experience Supervising experience Customer support ticket management DoD 8570 Leading team collaboration initiatives

IAT ITIL

implementation Active Directory management IT department experience Ticketing system technical support

Full Job Description Job ID:

2615547

Location:

Colorado Springs, CO, US Date Posted:

2026-08-11

Category:

Information Technology Subcategory:

Technical Svcs Schedule:

Full-Time Shift:

Day Job Travel:

No Minimum Clearance Required:

TS.SCI Clearance Level Must Be Able to

Obtain:

None Potential for

Remote Work:

ORA_ON_SITE Description SAIC is seeking an experienced IT Service Center Manager to support a dynamic IT services program at Peterson Space Force Base, Colorado Springs, CO. This is an on-site leadership role responsible for the day-to-day oversight and operational management of a multi-tiered IT Service Center team supporting Department of Defense (DoD) personnel. The Service Center operates during business hours, Monday through Friday, 6:00 AM - 6:00 PM Mountain Time. Responsibilities The Service Center Manager will provide hands-on leadership and supervision across all service delivery tiers, ensuring consistent, high-quality IT support is delivered in alignment with program requirements, SLAs, and ITIL best practices. Team Leadership & Operations Oversee the daily operations of a multi-tiered Service Center team, ensuring adequate staffing coverage across all shifts within the 6:00 AM - 6:00 PM MT business hours window Serve as the primary point of escalation for complex or sensitive issues requiring leadership intervention Monitor team performance, workload distribution, and queue management to ensure timely resolution of incidents and fulfillment of service requests Conduct regular team meetings, one-on-ones, and performance reviews to foster professional development and accountability Develop and maintain Standard Operating Procedures (SOPs), knowledge base articles, and work instructions to support consistent service delivery Coordinate with program management and government stakeholders to communicate service status, trends, and improvement initiatives Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance Drive continual service improvement initiatives leveraging ITIL frameworks and industry best practices Work collaboratively with all other Operations team leads and technical teams across the program to ensure seamless ticket escalation, resolution coordination, and communication; the program encompasses multiple specialized teams and the Service Center Lead serves as a critical integration point, ensuring incidents and requests are routed, escalated, and resolved efficiently across all functional areas Support onboarding and training of new Service Center personnel Ensure all team members maintain required certifications and clearance levels in accordance with program requirements

Qualifications Required Qualifications Location:

Must be local to Colorado Springs, CO; this position requires on-site presence at

Peterson Space Force Base Clearance:

Active Top Secret with SCI eligibility required at time of hire

Certification:

CompTIA Security+ (or equivalent DoD 8570/8140 IAT Level II certification or higher) required Minimum of one (1) active ITIL certification (ITIL 4 Foundation or higher) required

Experience:

5+ years of experience supporting DoD agencies in an IT services or service desk capacity 3+ years of experience in a Service Desk Lead, Supervisor, or Team Lead role, with demonstrated responsibility for team oversight, performance management, and service delivery Strong working knowledge of ITIL service management principles and their practical application in a service desk environment Proficiency with ITSM ticketing platforms (e.g., ServiceNow, Remedy, or equivalent) Experience managing multi-tiered support teams and coordinating escalation workflows Familiarity with Active Directory user and computer account administration Strong understanding of Windows desktop operating systems and Microsoft 365 applications in a DoD or enterprise environment Demonstrated ability to manage competing priorities, meet SLAs, and drive accountability within a team Desired Qualifications Security certification above the CompTIA Security+, such as CompTIA CySA+, CASP+, CISSP, or equivalent higher-level DoD 8570/8140 certification Multiple ITIL certifications beyond Foundation level (e.g., ITIL 4 Specialist, Strategist, or Leader designations) Help Desk Institute (HDI) certification, such as HDI Support Center Manager (HDI-SCM), HDI Support Center Team Lead (HDI-SCTL), or equivalent Experience supporting Space Force, Air Force, or other DoD Space enterprise programs Familiarity with DoD cybersecurity frameworks, RMF, and STIG compliance requirements Experience with asset management tools and hardware lifecycle processes in a government environment Prior experience supporting VIP or executive-level customers in a military or government setting CompTIA A+, Network+, or Microsoft certifications (e.g., MD-102, MS-900) Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.