Service Desk Manager

Job ID: 2615522

Location: Adelphi, MD, US

Date Posted: 2026-08-11

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: Top Secret

Potential for Remote Work: ORA_ON_SITE

Description

SAIC is seeking a proven Service Desk Manager to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL's research mission.

The work is performed at the customer site in Adelphi, MD.

ARL's unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization's mission. ARL is the Army's corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It's diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers.

Some of ARL's focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons.

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD.

Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts

Responsible for ticket assignment for completion

Responsible and leads for quality control processes, service improvement and performance monitoring, and problem

management

Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests

Recommend system modifications to enhance the usability of Information Systems and network resources

Route and escalate requests to Tier III and other teams for quick customer issue resolution

Work alongside network services, software systems engineering teams, and/or application development teams to restore

service and correct core problems

Qualifications

EDUCATION AND EXPERIENCE

Must have a BA/BS in computer sciences or information technology, or a High School Diploma with four (4+) additional years of experience

Must have at least ten (10+) years of relevant experience working in an IT or Service Desk environment

CLEARANCE REQUIREMENT

Must have an active Secret clearance. And must be willing to obtain a Top Secret clearance

CERTIFICATION REQUIREMENT

IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP,

GSEC, SSCP, etc.)

Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date

CCNA highly preferred

DESIRED

Information Technology Infrastructure Library (ITIL) v4 certification

A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)

Proficiency with Microsoft Office products

Experience creating and modifying documentation for technical processes and procedures

Experience working in a Department of Defense (DoD) environment

A problem solver and troubleshooter who thrives in resolving complex problems

Strong self-starter requiring minimal supervision

Excellent communication skills (written and oral) and interpersonal skills

Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.