Field Support Manager

Job Description

Description

Field Support Manager

Experience:  Must have a minimum of 10 years of professional services experience in IT related positions, including experience in IT operational and/or information systems management/leadership positions.  Previous experience working with all levels within an IT organization, including customer support at Tiers I and II as well as technical support teams throughout Tier III. Basic understanding of systems management including Microsoft desktop and network operating systems, Mobile Device Management, virtualization technologies, networking equipment, Dell hardware, remote access solutions, etc.  Basic concepts related to the provision of IT customer service support through Tier I, Tier II and Tier III.   Must have knowledge of Network Maintenance, Network Design and Implementation, System Administration, Operating Systems, Network Hardware Configuration. Skill in building work relationships, resolving conflict, project management, and promoting process improvement.  Excellent leadership, organizational, administrative, interpersonal, and oral and written communications skills with special attention to detail.  Ability to independently define and manage large workloads and organize work efficiently.  Ability to prioritize and perform multiple tasks on short notice within established deadlines. Ability and willingness to work with and/or lead teams; and capacity for problem-solving. Must possess a Bachelor’s degree. Degree may be substituted with 6 additional years of related experience.

Duties:  Responsible for the support of all field operations including management of field sites and staff and customer support.  Coordinates with HQ staff on change, incident resolution, and other support tasks.  Manages customer support in the field to include management of local desktop staff and other infrastructure support staff. 

Qualifications

Top Qualifications, Skills, Experience or Certifications: 

1.  Schedule coordination, deploy laptop, docking station, review differences and locations of personal files, install printers and other peripherals, and update ticket for refresh and Asset Management tool for deployment asset. Remove Existing Desktop, place into secure location, update Asset Management tool with the location, status and ticket number for the removed asset.

  2.  Knowledgeable to run reports using Service Now and MS Excel

  3.  Image, install, and deploy new Windows 10 laptops to government customers with minimal technical escalations

Job Role Specific Requirements:

   Core responsibilities and duties; highlight day-to-day activities:

1.  Be able to manage, communicate and schedule customers' deployment. 
2. Install computer Images including Bit-Locker / unbox new laptop / sign out from storage/ complete/ sign back to secure area with lead signature
3. Accurately document instances of desktop equipment or component failure, repair, installation, and removal of any equipment or component and report to the Federal Lead daily on results of deployments (issues, feedback, etc.)

Preferred skills and qualifications:

1.  A+ and MCP Certifications
2. Service Now

   Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and

   the ability to obtain a public trust

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.