Join our Talent Network >

Deskside Support Manager

Job ID: 1926288
Location: WASHINGTON, DC, United States
Date Posted: Nov 12, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

Share: mail

Job Description

Description

Position Description:


This position is in support of a large federal agency in Washington, DC.  The Deskside Support Manager is responsible for managing the Deskside Support subtask on the contract.  The Deskside Support Manager reports to the Program Manager and plans, coordinates, and manages all the actions taken by the Deskside support technicians to execute all of the deskside support work as defined in the PWS under this time and materials performance based task. 

The deskside support services include break-fix support of iPhone and end point computing devices (laptops) at two primary NCR locations and 13+ regional offices across the United States and Puerto Rico. 

The deskside support manager determines how to use team resources to meet incident management schedules, goals and service levels, and provides guidance to and leads and motivates the team of 45+ technicians to meet SLAs and provide excellent customer service.  Focuses on process improvement by recommending improvements to deskside support tools, processes and systems. 

The Deskside Support Manager will collaborate with all service areas to ensure quality control and management standards are met.


Position Responsibilities:
  • Manage team that performs end-to-end deskside support for all authorized end users at all supported locations. 
  • Lead and provide daily oversight to experienced deskside support personnel to support senior executives including the Secretary, Deputy Secretary, their immediate aides, and the Chief of Staff.
  • Develop, document, and maintain deskside support procedures.  Procedures must meet agency requirements, conform to ITIL, and adhere to HHS policies.
  • Coordinate with the service desk and all other necessary Contractors, third party, and HHS support organizations to manage all onsite technical support requests to resolution and closure.
  • Ensure technicians coordinate with end users or other site staff to schedule onsite technical support visits in response to an escalated incident or service request in accordance with SLAs.
  • Update inventory and configuration management records daily to reflect completed service requests
  • Coordinate Tier 3 personnel response to escalated tickets.
  • Troubleshoot, diagnose, and resolve incidents for end user devices including, but not limited to, removing and/or repairing physically broken or inoperable end user devices.
  • Maintain a level of onsite technical support and provide for knowledge sharing to ensure familiarity with the environment, issues, business needs, etc.
  • Develop and maintain deskside support knowledge base 

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 2+ years of leadership experience 

Desired Qualifications

 
Desired Experience/Skills/Attributes:
  • ITIL Foundation certification
  • Quality Certifications (Six Sigma, ISO, etc.)
  • Experience leading a large technical team 



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

Share: mail

Similar Jobs

VP, Business Solutions Engineering

RESTON, VA, United States
Information Technology

Junior SharePoint Administrator (VG01362)

SPRINGFIELD, VA, United States
Information Technology

Web Visualization Developer

SILVER SPRING, MD, United States
Information Technology

NOC Analyst (Night Shift)

WASHINGTON, DC, United States
Information Technology

Site Support Technician

WASHINGTON, DC, United States
Information Technology

Network Engineer

WASHINGTON, DC, United States
Information Technology

Customer Service Representative (VG00083)

WASHINGTON, DC, United States
Information Technology

LINUX System Adminstrator-Mid Level

RESTON, VA, United States
Information Technology

Data Scientist

WASHINGTON, DC, United States
Information Technology

ERP Business Analyst

INDIAN HEAD, MD, United States
Information Technology

Network Monitor, Night Shift, TS/SCI & Poly Required

HERNDON, VA, United States
Information Technology

Data Scientist

MCLEAN, VA, United States
Information Technology

Tier I Service Desk Analyst Swing Shift

WASHINGTON, DC, United States
Information Technology

Systems Administrator (Linux / Windows)

COLUMBIA, MD, United States
Information Technology

Business Analyst

SILVER SPRING, MD, United States
Information Technology

IT Sys Engineer Senior

CHANTILLY, VA, United States
Information Technology

Classified IT Engineer

CHANTILLY, VA, United States
Information Technology

Systems Administrator Senior

LORTON, VA, United States
Information Technology

Classified IT Systems Engineer

CHANTILLY, VA, United States
Information Technology

Help Desk Team Lead- Swing Shift (VG00559)

WASHINGTON, DC, United States
Information Technology

Network Engineer Associate

CHANTILLY, VA, United States
Information Technology

Tier I Service Desk Analyst Day Shift

WASHINGTON, DC, United States
Information Technology

Senior Network Engineer, TS/SCI & Poly Required

CHANTILLY, VA, United States
Information Technology

Network Technician (TS/SCI)

WASHINGTON, DC, United States
Information Technology

Oracle Database Administrator

CHANTILLY, VA, United States
Information Technology

Provide your information to receive jobs that fit you by keywords, location, and more,
and then receive great opportunities based on your skills and experience.

Join our Talent Network >