Desktop Support Lead

Job Description

Description

The Desktop Support Lead plays a key role in supporting a large federal agency in Washington, DC, overseeing Tier II desktop support services. This role involves troubleshooting complex technical issues, providing guidance to the Desktop Support Team, and ensuring efficient day-to-day operations, including incident management, request fulfillment, provisioning, maintenance, and break/fix management.

As the Desktop Support Lead, you will manage a team of 15+ technicians, ensuring service level agreements (SLAs) are met while delivering exceptional customer service. You will drive process improvements by recommending enhancements to tools, processes, and systems and will collaborate with various service areas to maintain high-quality standards across the support environment.

In this leadership position, you will be responsible for resource management to meet goals and timelines, as well as fostering a motivated and effective team to resolve IT-related issues and ensure seamless desktop support operations.

Position Responsibilities:

• Lead, mentor, and motivate a team of 15+ desktop support technicians, ensuring high performance, accountability, and professionalism.
• Provide guidance and technical expertise to team members in troubleshooting and resolving complex desktop-related issues.
• Monitor daily operations and ensure the team meets service level agreements (SLAs) and customer expectations for quality support.
• Provide accurate solutions to end-user issues.
• Prioritize and assign tasks to team members, ensuring timely response to critical issues and requests.
• Track and manage incident resolution progress, ensuring all issues are resolved within SLA targets.
• Ensure that desktop support operations align with established quality standards and IT management policies.
• Conduct regular audits to assess the quality and accuracy of support provided by the team.
• Ensure proper documentation of issues, resolutions, and best practices for future reference.
• Address customer complaints or escalations promptly and professionally, ensuring customer satisfaction.
• Present Data-driven insights to management regarding team performance and service outcomes.

Qualifications

Required Education/Experience:

• Bachelor’s degree with 9+ years recent related experience. May accept a high school education and an additional 4 years of experience in lieu of a degree
• Must have at least 5 years of direct Deskside experience
• Experience with Service Now
• Experience with SLAs
• Excellent leadership, management, and communications skills
• Experience managing remote team
• Must have at least 4+ years of leadership experience
• Must be a US Citizen and able to obtain a Public Trust

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. 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.