Site Support Technical Lead

SAIC; Washington (District of Columbia); On-site; USD 110,000 - 150,000; Full time

Job summary

SAIC is seeking a Site Support Technical Lead to join our Washington, DC team. This role blends technical mastery with operational oversight, acting as the primary escalation point and hands-on lead for the IT site support staff onsite and remotely.

You will direct daily operations, support executive meeting infrastructure, and ensure secure access and imaging deployments. Must be a US citizen with the ability to obtain a federal Public Trust clearance.

Qualifications

• AA Degree in a related discipline or 7+ years progressive technical experience.
• Must possess at least two of the following certifications: Microsoft 365 (M365), Zscaler, ITIL 4 or CompTIA Security+.
• Strong engineering experience with SCCM imaging, BitLocker management, and Zscaler secure access solutions.
• Direct, hands-on experience supporting and troubleshooting Microsoft Teams Rooms (MTR) hardware and video teleconferencing.

Responsibilities

• Lead daily IT site support operations and supervise task distribution.
• Act as escalation point to resolve complex hardware, software, network, and system issues onsite or remotely.
• Oversee daily operations, establish SLAs, and monitor performance metrics.
• Maintain and support Microsoft Teams Conference Rooms and executive meeting infrastructure.
• Manage computer system deployments, imaging, and peripheral maintenance with SCCM.
• Uphold endpoint security and manage secure network access per policy.
• Collaborate with IT teams to improve system performance and reliability.
• Maintain accurate support records, SOPs, and knowledge base articles.

Skills

Technical leadership

Troubleshooting

Team operations

Cross-functional collaboration

Documentation & SOPs

Executive stakeholder communication

Education

AA Degree in related discipline

High School diploma with 7+ years experience

Tools

Microsoft 365 (M365)

Zscaler

ITIL 4

CompTIA Security+

SCCM imaging

BitLocker management

Job description

Site Support Technical Lead

SAIC is looking for a Site Support Technical Lead to join team in Washington, DC. This dual-functioning role combines technical mastery with operational oversight, serving as the primary escalation point and hands-on lead for the IT support team. The successful candidate will ensure the seamless execution for the Site Support Team, collaboration spaces, interfacing directly with customer and executive leadership onsite at their headquarters, as well as managing remote support assignments .

Job Duties

• Technical & Team Leadership : Lead daily IT site support operations, manage task distribution, monitor team performance, and provide technical guidance and training to staff.
• Advanced Troubleshooting: Act as the highest escalation point to promptly resolve complex hardware, software, network, and system issues both in person and remotely .
• Team Operations & Oversight: Direct the daily operations of the IT site support team, managing task distribution, establishing SLAs, and monitoring technical performance metrics .
• Collaboration & Meeting Support: Oversee the configuration, maintenance, and live support of Microsoft Teams Conference Rooms (MTRs) and executive meeting infrastructure .
• Deployment & Imaging: Manage the installation, configuration, and maintenance of computer systems and peripherals, including engineering system images via SCCM.
• Security & Identity Management: Enforce endpoint security compliance using BitLocker encryption, manage secure network access with Zscaler , and oversee user account permissions according to agency policies.
• Cross-Functional Collaboration: Partner with other IT engineering teams to implement solutions that improve system performance, security, and infrastructure reliability.
• Documentation & Interfacing: Maintain accurate IT support records, technical SOPs, and knowledge base articles while serving as a technical liaison to the customer and program

Education & Experience

AA Degree in a related discipline and 5+ years of related experience; Or High School diploma and 7+ years of progressive technical experience .

Required Certifications:

• Must possess at least two of the following certification Microsoft 365 (M365), Zscaler, ITIL 4 or CompTIA Security+ .

Technical Expertise:

• Strong engineering experience with SCCM imaging , BitLocker management, and Zscaler secure access solutions.

Unified Communications:

• Direct, hands-on experience supporting and troubleshooting Microsoft Teams Rooms (MTR) hardware and video teleconferencing.

Ticketing & Frameworks:

• High proficiency with enterprise help desk software and ticketing workflows (e.g., ServiceNow) to manage and report on service queues.

Core Skills:

• Exceptional diagnostic skills, a customer-focused mindset, and the communication skills necessary to explain complex technical concepts to executive stakeholders and non-technical users

Clearance :

• Must be a US Citizen and able to successfully attain and maintain a federal Public Trust clearance