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Client System Support Team Lead

Job ID: 194910
Location: ANDREWS AFB, MD, United States
Date Posted: Aug 14, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No

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Job Description

Description

POSITION TITLE: Client Systems Support Team Lead

 

JOB DESCRIPTION:

Provides, and leads a team that provides, technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging desktop systems, printer devices or networked and/or wireless systems.

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).

 

LEADERSHIP AND MANAGEMENT:

Supervises experienced specialist employees who exercise significant latitude and independence. Often heads one or more departments.

 

SCOPE:

Establishes operational objectives and work plans, and delegates assignments to subordinates. Senior management reviews objectives to determine success of operation.

 

PROBLEM COMPLEXITY:

Establishes operating policies and procedures that affect departments and subordinate sections and work units.

Interprets company-wide policies and procedures.

May involved in development of budgets, schedules and performance standards.

 

FREEDOM TO ACT:

Assignments are objective oriented.

Work is reviewed in terms of meeting the organization's objectives and timelines.

 

IMPACT:

Decisions have an extended impact on work processes and outcomes.

Erroneous decisions result in critical delays and modifications to projects or operations; cause substantial expenditure of additional time, workforce, and funds; and jeopardize future business activity.

 

LIAISON:

Interacts frequently with internal and external management and senior- level customer representatives concerning projects, operational decisions, scheduling requirements, and/or contractual clarifications.

Leads briefings and technical meetings for internal and external representatives.

Qualifications

EDUCATION AND EXPERIENCE:  Bachelors and five (5) years or more of related experience; Masters and three (3) years or more related experience.

Desired Qualifications

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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