Deskside Support Lead

SAIC • Washington, DC

3d

About The Position

SAIC is seeking a Deskside Support Lead to join their team. The primary responsibilities of this role are to oversee a team of 4 IMAC technicians and providing Tier 2 remote and desk-side support. This resource acts as the primary liaison working alongside Tier 3 teams to resolve complex, systemic environmental issues. You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

Requirements

• Oversee a team of 4 IMAC technicians
• Providing Tier 2 remote and desk-side support
• Acts as the primary liaison working alongside Tier 3 teams to resolve complex, systemic environmental issues
• Ensure adherence to service-level agreements (SLAs)
• Act as a key point of escalation for advanced IT troubleshooting issues
• Supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems
• Management of mass imaging pipelines
• High-volume onboarding preparations
• Equipment moves
• Advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment
• Lead and coordinate a team of 4 IMAC technicians
• Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting
• Strong user interaction skills
• Able to work independently while leading team efforts and managing deployment pipelines
• Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise
• Manage high-volume mass imaging processes and device preparation for onboardings/refreshes
• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops

Responsibilities

• Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
• Lead and coordinate a team of 4 IMAC technicians.
• Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
• Needs to be able to work independently while leading team efforts and managing deployment pipelines.
• Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.
• Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
• Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed