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Field Services Manager

Job ID: 2200747
Location: ALEXANDRIA, VA, United States
Date Posted: Jan 14, 2022
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

SAIC has a career opportunity for a Sr Field Services Manager to support the US Army Corp of Engineer Revolutionary IT Services Contract (RITS).

This position is a telework position which can be perfomred any where in the US.

The Sr Field Services Manager provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. This position will have comprehensive desk side support responsibility and SME for delivery of 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.

The Sr Field Services Manager will also provide leadership and guidance, determine and prioritize work assignments, ensures on-time delivery, and oversee all other aspects of the desk side support team.  This position will be the primary customer liaison and escalation POC.

Qualifications

EDUCATION AND EXPERIENCE:

Bachelors degree from an accredited institution, plus a minimum of sixteen (16) years or more experience. In addition to educational and experience requirement:

  • Active Secret Clearance
  • Active IAT-II Certification

The Sr Field Service Manager will be experienced in the follwoing roles/skills:

  • Perform desk side support team performance reviews and coaching.
  • Ensure timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices. 
  • Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
  • Oversee day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.
  • Provide support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations. 
  • Identify, log and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.
  • Provide desk side technical support services that require technical support or root cause determination that exceeds Tier 1/2 support capabilities.
  • Provide day-to-day technical guidance and desk side support technical assistance to team members.
  • Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

Desired:

  • Individual within 1 hour of a USACE division or district office

COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.
Target salary range: $125,001 - $150,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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