Deskside Support Lead

SAIC • Oklahoma City, OK

1d • Onsite

About The Position

SAIC is seeking a Deskside Support Lead to provide Tier 2 and Tier 3 deskside support for end users, with a focus on imaging, deployment, asset management, and advanced troubleshooting. The role ensures adherence to service-level agreements and serves as an escalation point for complex IT issues involving computer hardware and software, network connectivity, system and application access, and telecommunications systems.

The lead manages mass-imaging pipelines, high-volume onboarding preparations, equipment moves, and enterprise IMAC and lifecycle-refresh activities in a diverse Microsoft Windows environment. The position leads and coordinates four IMAC technicians, manages device preparation for onboardings and refreshes, and collaborates with Tier 3 teams to resolve complex issues affecting enterprise laptops and desktops. The role requires independent work, team leadership, deployment-pipeline management, and strong interaction with users.

Requirements

• High school diploma.
• At least 7 years of experience in a supervisory role within an IT support or help desk environment.
• Ability to obtain and maintain a Public Trust; U.S. citizenship or a Green Card is required.
• Experience supporting Active Directory, Microsoft Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom.
• Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.
• Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.
• Experience with database tools, ticketing systems, and IT service management tools for tracking and resolving technical issues.
• Excellent verbal and written communication skills for conveying technical concepts to non-technical users.
• HDI Technical Support Professional certification required within six months of employment.

Nice To Haves

• Experience troubleshooting Microsoft Windows, including the latest Windows operating system.
• Experience installing, configuring, and mass-deploying new machines in a Windows environment.
• General knowledge of smart cards and PIV cards.
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, thin clients, and SCCM.
• Experience with conference room and VTC setups.
• Basic familiarity with macOS.

Responsibilities

• Provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, asset management, and advanced troubleshooting.
• Ensure adherence to service-level agreements and act as an escalation point for advanced IT troubleshooting issues.
• Manage mass-imaging pipelines, high-volume onboarding preparations, equipment moves, and end-user laptop and desktop troubleshooting in a diverse Microsoft Windows environment.
• Lead and coordinate a team of four IMAC technicians.
• Perform and oversee IMAC procedures and lifecycle-refresh activities across the enterprise.
• Manage high-volume mass-imaging processes and device preparation for onboardings and refreshes.
• Collaborate with Tier 3 teams to troubleshoot complex environmental issues affecting enterprise laptops and desktops.
• Support computer hardware and software, network connectivity, system and application access, and telecommunications systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED