IT Service Center Manager

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.