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Client System Support Team Lead

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Job ID: 194910
Location: ANDREWS AFB, MD, United States
Date Posted: Apr 30, 2020
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.



Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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