Field Service Lead

SAIC; Boyers (PA); On-site; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company dedicated to national security by becoming a Field Service Lead. In this pivotal role, you will oversee a team of IT professionals, ensuring top-notch support for mission-critical applications and infrastructure. Your expertise in emerging technologies and customer service will drive the modernization of enterprise IT capabilities. This position offers the chance to work closely with the Defense Counterintelligence and Security Agency, contributing to a secure and efficient IT environment. If you are passionate about technology and making a difference, this opportunity is perfect for you.

Qualifications

• 5+ years of relevant experience in IT customer support.
• Active Top Secret clearance with SCI eligibility required.

Responsibilities

• Oversee daily duties of the IT support team and ensure customer satisfaction.
• Provide on-site technical support for various devices and troubleshoot issues.

Skills

IT customer support

Technical troubleshooting

Emerging technologies expertise

Customer service

Education

Bachelor's Degree

Tools

VOIP devices

Network interface devices

Data input/output devices

Job description

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group of SAIC is seeking a Field Service Lead to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

Job Description

• Field Services Lead will oversee the performance and daily duties of their team.
• Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.
• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides on-site technical support to approved seat service DCSA end users.
• Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
• In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and customer service ad-hoc reports.
• Executes change management to perform smoother transition migrations.
• Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.

Qualifications

Required Qualifications

It is required that the Field Service Lead have the following qualifications:

• BA/BS.
• Five (5) or more years of relevant experience. An additional four (4) years of relevant experience may be considered in lieu of a degree.
• Active Top Secret clearance with SCI eligibility.
• IAT-II certification in one of the following areas: Security + CE, CCNA-Security, CySA+, and/or CND.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.