Deskside Engineer Manager

Job Description

Description

Desk Side Engineer Manager

Duties: 

Responsible for managing the desk side support team.  Leads daily operations and engineering support function of the desk side team, assigning daily tasks.  Serves as the single POC for issues involving Desk side support, such as deployment projects and moves.  Responsible for the inventory control within the Service Desk's areas.  Oversees multiple teams and roles that are within desk side support.

Job Role Specific Requirements:

• Provides technical support to DOT engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. 
• Oversee daily operation and provide supervision of deskside (onsite) support.
• Coordinate the work schedule of all employees to meet the staff requirements and ensure proper coverage is utilized according to the project requirements.
• Leads daily operations and engineering support function of the desk side team, assigning daily tasks. 
• Serves as the single POC for issues involving Desk side support, such as deployment projects and moves.   
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).

Qualifications

Experience: 

Must have a minimum of 8 years of experience in leading and managing a team of IT Desk Side engineers.  Must have experience managing teams and technologies that span across all end-user hardware and software.  Degree may be substituted with 4 additional years of related experience. HDI Desktop Support Manager required within six (6) months of employment on contract.

 Top Qualifications, Skills, Experience or Certifications: 

• Eight years of managing a mid to large (20 – 40 techs) Tier 2 Team
• A+ and MCP Certifications
• Service Now

 Preferred skills and qualifications:

• Directly supervises individual contributors (skilled technicians, administrative support) and/or entry-level professionals (accountants, entry-level engineers)
• Receives assignments in the form of objectives with goals and the process by which to meet goals.
• Provides direction to employees according to established policies and management guidance.
• Administers company policies that directly affect subordinate employees.
• Recommends changes to unit or sub-unit policies.
• Management reviews work to measure meeting of objectives.

    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 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.