Senior Federal Print & Deskside Support Lead

SAIC; Arlington (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The role requires strong hands-on technical skills, proven team leadership, and a customer-first mindset aligned with ITIL best practices.

You will mentor deskside technicians, coordinate ticket triage, and serve as the primary escalation point for complex hardware, software, and printer issues across Windows 10/11 environments.

Qualifications

• AA Degree or higher or equivalent experience and certifications.
• 5+ years of Tier II/III deskside support experience in enterprise or federal environments.
• Demonstrated experience leading or mentoring technical support teams.
• Hands-on enterprise print environment administration and troubleshooting.
• Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11.
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune.
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools.
• Strong documentation skills and experience with ServiceNow or similar ITSM platforms.
• Ability to obtain and maintain a Public Trust federal clearance.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents
• Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics
• Experience with enterprise print applications to monitor, test, and upgrade firmware for network printers
• Troubleshoot a wide range of print/scan functionality including scan-to-email and using PIV authentication to print
• Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
• Interface with Server, Network, Security teams to resolve complex printer issues; support remediation of security vulnerabilities by applying certificates and upgrading firmware
• Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition
• Support user lifecycle activities including onboarding, offboarding, and MACD requests
• Maintain documentation and knowledge records within ServiceNow ITSM
• Participate in stakeholder meetings to drive service improvement initiatives

Skills

Deskside support

Team leadership

ITIL practices

Windows 10/11

Microsoft 365

Education

AA Degree or higher

High School + related cert

Tools

ServiceNow ITSM

Active Directory

Azure AD

Intune

VPN/Citrix

Job description

SAIC is seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The role requires strong hands-on technical skills, proven team leadership, and a customer-first mindset aligned with ITIL best practices.

You will mentor deskside technicians, coordinate ticket triage, and serve as the primary escalation point for complex hardware, software, and printer issues across Windows 10/11 environments.