Field Support Manager

Job Description

Description

SAIC is seeking a Field Support Manager to manage field sites and staff and provide customer support for Department of Transportation offices across the U.S. The Field Support Manager will coordinate 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.

This role requires 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.

Primarily responsibilities include:

·      Managing a team of 40 + technicians who 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.

·      Run reports using Service Now and MS Excel.

·      Communicate professionally with Senior Management and Federal leadership with the ability to present critical data inputs.

·      This individual will:

·      Manage, communicate and schedule customers' deployment.

·      Manage 3 subtask leads and 40 technicians to ensure all job activities are being performed to the highest standards.

·      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.)

Qualifications

·      Bachelor's and 14 years' experience; 4 years of additional experience may be considered in lieu of degree

·      Strong ability to manage, communicate and schedule customers' deployment. 

·      Experience successfully leading remote teams

·      Proven experience managing expectations and performance of technicians to ensure all job activities are being performed to the highest standards

·      Exceptional organization skills, scheduling, and the ability to document processes

·      Must have strong customer service skills and be able to multitask between hardware and software solutions

·      ServiceNow experience

·      Preference given to individuals with ITIL and Security+ certifications 

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.