Deskside Support and IT Asset Manager

SAIC•Arlington, VA

2d•Onsite

About The Position

SAIC is seeking an experienced Deskside Support and IT Asset Manager to oversee endpoint troubleshooting and IT asset management for a federal civilian government client. The position combines technical expertise, leadership, and operational oversight to deliver deskside support and manage IT assets. The manager leads approximately 30 geographically dispersed IT professionals and ensures alignment with ITIL v4 standards and organizational service goals. The role is based on-site in Arlington, Virginia, with potential travel to other project locations as needed.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, plus 14 years of experience; experience may be considered in lieu of a degree.
ITIL v4 Foundation and Intermediate certifications.
At least 10 years of experience in IT service management, deskside operations, and IT asset management.
Demonstrated ability to manage teams of 20 or more people across geographically dispersed locations.
Strong proficiency with ServiceNow incident, service request, and asset management functions.
Strong attention to detail and a track record of accurate reporting and clearly articulating obstacles and achievements.
Experience supporting federal government agencies or similar environments.
Demonstrated ability to design and implement ITIL-based service improvement initiatives.
Ability to work on-site in Arlington, Virginia, with potential travel to other project locations as needed.
Proven leadership and team-building skills, including the ability to inspire, motivate, and guide team members.
Exceptional written and verbal communication and interpersonal skills for stakeholder interaction and issue resolution.
Strong analytical, organizational, and problem-solving capabilities.
Experience managing budgets and monitoring performance against cost objectives.
Ability to manage multiple priorities effectively.

Nice To Haves

HDI Support Center Manager (HDI-SCM) certification or equivalent.

Responsibilities

Manage daily deskside support operations, providing Tier 1, Tier 2, and Tier 3 support across multiple locations.
Establish and enforce service level agreements to support timely resolution of ServiceNow tickets.
Oversee ticket prioritization and assignment for requests and incidents.
Develop and implement standardized processes, tools, and best practices aligned with ITIL v4 to improve deskside performance.
Measure and report customer satisfaction and performance indicators, including ticket resolution times, end-user feedback, and resolution rates.
Identify trends, recurring incident root causes, and systemic issues, and develop plans to address process inefficiencies.
Lead the IT asset lifecycle, including inventory management, deployment, tracking, and decommissioning.
Maintain accurate and complete IT asset inventory data in ServiceNow.
Collaborate with procurement teams on cost-effective asset acquisition and adherence to budgets.
Develop and enforce policies and procedures for asset tracking, use, and disposal.
Ensure IT asset management processes comply with PBGC policies, contractual obligations, and regulatory requirements.
Lead approximately 30 deskside and asset management professionals across multiple sites.
Set team performance goals and conduct regular reviews to support accountability and growth.
Mentor, coach, and train team members to develop skills, certifications, and careers.
Promote collaboration, excellence, and continuous improvement within the team.
Manage budgets and monitor performance against cost objectives.