Deskside Support and IT Asset Manager

SAIC • Arlington, VA

1d • Onsite

About The Position

SAIC is seeking an experienced Deskside Support and IT Asset Manager to oversee IT endpoint troubleshooting and asset management for a federal civilian government client. The role combines technical expertise, leadership, and operational oversight to deliver deskside IT support and manage the organization’s IT assets. The manager leads approximately 30 geographically dispersed IT professionals, ensures adherence to ITIL v4 standards, and supports organizational IT service goals.

The position oversees daily Tier 1, Tier 2, and Tier 3 deskside support operations across multiple locations; establishes service level agreements and manages ticket prioritization and assignment in ServiceNow; and develops standardized ITIL v4 processes and performance-improvement practices. It also leads the full IT asset lifecycle, including inventory, deployment, tracking, and decommissioning, and maintains accurate asset records in ServiceNow.

The manager provides hands-on leadership, sets performance goals, reviews team performance, and mentors and develops staff. The role is based on-site in Arlington, Virginia, with travel to other project locations as needed. Travel is expected approximately 10% of the time.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, with 14 years of experience; experience may be considered in lieu of a degree.
• ITIL v4 Foundation and Intermediate certifications required.
• 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 across geographically dispersed locations.
• Strong proficiency in ServiceNow incident, service request, and asset management functionalities.
• 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, and 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 and provide Tier 1, Tier 2, and Tier 3 support across multiple locations.
• Establish and enforce service level agreements for timely resolution of ServiceNow tickets.
• Oversee ticket prioritization and assignment for service requests and incidents.
• Develop and implement standardized processes, tools, and best practices aligned with ITIL v4 to improve deskside performance.
• Measure and report key performance indicators, including ticket resolution times, end-user feedback, and resolution rates.
• Identify recurring incident trends, root causes, and systemic issues, and develop action plans to address inefficiencies.
• Lead end-to-end IT asset lifecycle management, including inventory, 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 budget goals.
• Develop and enforce policies and procedures for asset tracking, usage, and disposal.
• Ensure IT asset management and lifecycle 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 performance reviews.
• Mentor, coach, and train team members to develop skills, certifications, and careers.
• Foster collaboration, excellence, and continuous improvement within the team.
• Manage budgets and monitor performance against cost objectives.
• Be on-site in Arlington, Virginia, and travel to other project locations as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager