IT Field Technician Team Lead

SAIC•Colorado Springs, CO

8d•Onsite

About The Position

SAIC is seeking an onsite IT Field Technician Team Lead in Colorado Springs for the NORAD NITES program. The role provides frontline oversight and support for a team of six Field Technicians delivering IT services to enterprise clients, including VIPs. The lead helps ensure prompt resolution of technical issues, operational efficiency, and excellent customer service in a fast-paced environment. The position also oversees after-hours support operations and coverage for critical incidents and escalations. The role combines team supervision, hands-on technical support, ticket and service operations, after-hours coverage management, stakeholder coordination, performance reporting, and enforcement of IT support and security practices.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field plus 5 years of experience, or a high school diploma plus 9 or more years of equivalent experience.
At least 5 years of experience in IT support, including at least 2 years in a team lead or supervisory role.
Strong technical expertise in hardware diagnosis and repair, software troubleshooting, Windows and macOS operating systems, and LAN/WAN networking.
Experience with ITSM platforms such as ServiceNow or Remedy for ticketing, tracking, and reporting.
CompTIA Security+ certification or equivalent certification.
Secret-level security clearance.
Ability to obtain TS/SCI clearance.
Ability to manage, motivate, and develop a team in a high-pressure environment.
Strong problem-solving and decision-making capabilities.
Strong interpersonal and communication skills, including the ability to interact effectively with stakeholders and end users.
Ability to analyze data and service desk metrics to drive operational improvements.
Self-motivated and organized, with the ability to balance multiple tasks and changing priorities.

Nice To Haves

CompTIA A+, Network+, ITIL, or HDI Team Lead certification.
Familiarity with enterprise-level IT environments and remote support tools.
Experience managing after-hours support operations.

Responsibilities

Supervise and guide a team of six Field Technicians, ensuring compliance with SLAs, policies, and procedures.
Monitor individual and team performance, set goals, conduct regular one-on-one meetings, and provide constructive feedback.
Mentor technicians to improve technical skills, professional growth, and productivity.
Serve as an escalation point, resolving complex issues and providing high-level support as needed.
Develop and maintain technician shift rotations, including coordination of after-hours on-call coverage.
Assist with managing and prioritizing incoming tickets and maintain communication with the Enterprise IT Service Desk.
Oversee and participate in hands-on technical support, including hardware deployment, troubleshooting, repairs, and software installation.
Ensure service desk activities are documented, including ticket updates, solutions, and root cause analysis.
Coordinate and oversee after-hours service desk operations and on-call staff availability.
Respond to high-priority after-hours incidents and escalations, ensuring prompt resolution or escalation to appropriate teams.
Monitor after-hours coverage effectiveness and response times, and make adjustments to improve service delivery.
Liaise between Field Technicians and other IT teams to support communication and collaboration.
Provide team performance updates, reports, and metrics to IT leadership, including information on critical issues.
Engage with end users and clients to support satisfaction, address concerns, and gather feedback for process improvements.
Implement and enforce best practices for IT support, incident management, and problem resolution.
Ensure compliance with organizational policies, procedures, standards, cybersecurity requirements, and data protection regulations.