Deskside Support Lead

Saic; Washington (District of Columbia); On-site; USD 40,001 - 80,000; Full time

Job summary

SAIC is seeking a Deskside Support Lead to oversee a team of 4 IMAC technicians and provide Tier 2 remote and desk-side support in a Windows environment. You will ensure adherence to SLAs and escalate complex issues to Tier 3 teams, covering hardware, software, network, access, and telecom systems.

Requirements include 8+ years in an IT supervisory role, ability to obtain a public trust, proficiency with AD, Office 365, Google Workspace, SCCM, VPN, and HDI certification within six months.

Qualifications

• 8+ years of experience in a supervisory IT support or help desk environment.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
• HDI Technical Support Professional certification required within six months of employment.

Responsibilities

• Oversee a team of 4 IMAC technicians and provide Tier 2 remote and desk-side support.
• Act as primary liaison with Tier 3 teams to resolve complex environmental issues.
• Ensure adherence to SLAs and support hardware, software, network, access, and telecom systems.
• Lead escalation and advanced troubleshooting for end-user laptops/desktops in a Windows environment.
• Coordinate mass imaging pipelines, onboarding, deployments, and lifecycle refresh activities.
• Support high-volume mass imaging and device preparation for onboardings/refreshes.
• Collaborate with Tier 3 teams to troubleshoot enterprise issues.

Skills

Team leadership

Deskside support

Mass imaging

Active Directory

Office 365

Google Workspace

SCCM

VPN

HDI Certification

Education

High School Diploma

Tools

Bomgar

VPN

SCCM

VTC/Zoom

Office 365

Google Workspace

Job description

Description

SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to oversee a team of 4 IMAC technicians and providing Tier 2 remote and desk-side support. This resource acts as the primary liaison working alongside Tier 3 teams to resolve complex, systemic environmental issues.

You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

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.

Qualifications

Required Qualifications

• High School Diploma and 8+ 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.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.