IT Service Center Manager

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

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)