Deskside Support Lead

SAIC; Oklahoma City (OK); On-site; USD 70,000 - 100,000; Full time

Job summary

SAIC is seeking a Deskside Support Lead to join our team in Oklahoma City. You will oversee mass imaging pipelines, deployments, and asset management, delivering Tier 2 and 3 end-user support for Windows laptops and desktops in a large enterprise environment.

This role leads a 4-person IMAC team, coordinates deployment pipelines, and collaborates with Tier 3 teams to resolve complex issues. A strong background in Active Directory, VPN, SCCM, and ITSM tooling is required, with HDI certification

Qualifications

• High School Diploma required with 7+ years in a supervisory IT support/ help desk
• Eligible for public trust requiring U.S. Citizenship or Green Card
• Experience with Active Directory, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom
• Proficient in advanced hardware/software/network troubleshooting and ITSM tools
• Strong leadership and coaching skills with ability to inspire a team

Responsibilities

• Senior technical lead for mass imaging pipelines and onboarding preparations
• Lead and coordinate a team of 4 IMAC technicians
• Provide Tier 2 desk-side end-user support focusing on imaging, deployment, asset management, and Windows 11 troubleshooting
• Manage deployment pipelines and IMAC lifecycle refresh activities
• Collaborate with Tier 3 teams to troubleshoot complex enterprise laptop/desktop issues

Skills

Team leadership

End-user support

Troubleshooting

Communication

ITSM tools

Education

High School Diploma

Tools

Active Directory

Google Workspace for Enterprise

Microsoft Office Suite

Bomgar

VPN

SCCM

VTC

Zoom

Job description

SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management.

Roles and Responsibilities:

• Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
• Lead and coordinate a team of 4 IMAC technicians.
• Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
• Needs to be able to work independently while leading team efforts and managing deployment pipelines.
• Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.
• Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

Required Qualifications:

• High School Diploma and 7+ years of experience in a supervisory role within an IT support or help desk environment required.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed.
• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.
• Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.
• Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.
• Excellent verbal and written communication skills to convey technical concepts to non-technical users.
• HDI Technical Support Professional certification required within six (6) months of employment.

Preferred Qualifications:

• Experience troubleshooting Microsoft Windows with the latest Windows OS.
• Installation, configuration, and mass deployment of new machines in a Windows environment.
• Smart cards/PIV cards (general knowledge).
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, SCCM.
• Experience with conference room/VTC setups.
• Basic familiarity with MAC OS.