Deskside Support Area Lead

Job Description

Description

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
 
As a Field Support Supervisor, you will oversee the timely, efficient and effective onsite delivery of ITSM. Working within the Tech Dispatch team you will supervise the day-to-day activities of Field Support Technicians who are responsible for resolving incidents and service requests that cannot be handled remotely. Along with managing your team you may be required to function in the role of a technician yourself to track, resolve, and manage escalated technical problems. Travel may be required to support remote FAA sites that do not have local technicians assigned.

Responsibilities:

• Supervises the day-to-day activities of Field Support Technicians assigned to your Region.
• Manages resources for optimal performance. Monitors Remedy and Tech Dispatch queues.
• Works to ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data including customer demographic information, problem description, resolution, etc.
• Identifies complex issues that might impact Tech Dispatch operations and its service delivery.
• Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues resolved per FAA direction, and documents installed configuration.
• Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Qualifications

Required Education & Experience

• Bachelor's degree related to Computer & Information Technology Services and five (5) years or more experience; Masters and three (3) years or more experience; Additional experience is acceptable in lieu of the education requirement
• Must be willing to work effectively within a team environment in a fast-paced role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills
• Must hold an HDI Certification or have the ability to obtain an HDI certification within 60 days of hire.

Required Clearance

• Must be a US Citizen and have the ability to obtain an Interim Public Trust clearance prior to starting work.

Desired Skills & Experience

• Experience managing a team of geographically dispersed technical professional.
• Technical proficiency in supporting desktop, server, printer, and network equipment.
• IT Certification(s)

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 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.