Site Support Technical Lead

SAIC • Washington, DC

1d • Onsite

About The Position

SAIC is seeking a Site Support Technical Lead to join its team in Washington, DC. This dual-function role combines technical expertise with operational oversight. The lead serves as the primary escalation point and hands-on lead for the IT support team, ensuring effective site support and collaboration-space operations. The role interfaces directly with customer and executive leadership onsite at their headquarters and manages remote support assignments.

The position leads daily IT site support operations, provides technical guidance and training, oversees Microsoft Teams Rooms and executive meeting infrastructure, and manages system deployment and imaging. It also supports endpoint security and identity management, collaborates with IT engineering teams, and maintains support documentation while serving as a technical liaison to the customer and program.

Requirements

• An associate degree in a related discipline and 5 or more years of related experience, or a high school diploma and 7 or more years of progressive technical experience.
• At least two of the following certifications: Microsoft 365 (M365), Zscaler, ITIL 4, or CompTIA Security+.
• Strong engineering experience with SCCM imaging, BitLocker management, and Zscaler secure access solutions.
• Direct, hands-on experience supporting and troubleshooting Microsoft Teams Rooms (MTR) hardware and video teleconferencing.
• High proficiency with enterprise help desk software and ticketing workflows, such as ServiceNow, to manage and report on service queues.
• Exceptional diagnostic skills, a customer-focused mindset, and communication skills to explain complex technical concepts to executive stakeholders and non-technical users.
• Must be a U.S. citizen and able to successfully attain and maintain a federal Public Trust clearance.

Responsibilities

• Lead daily IT site support operations, distribute tasks, monitor team performance, and provide technical guidance and training to staff.
• Serve as the highest escalation point for complex hardware, software, network, and system issues, resolving them in person and remotely.
• Direct daily IT site support team operations, establish SLAs, and monitor technical performance metrics.
• Oversee configuration, maintenance, and live support of Microsoft Teams Conference Rooms (MTRs) and executive meeting infrastructure.
• Manage installation, configuration, and maintenance of computer systems and peripherals, including engineering system images using SCCM.
• Enforce endpoint security compliance using BitLocker encryption, manage secure network access with Zscaler, and oversee user account permissions according to agency policies.
• Partner with IT engineering teams to implement solutions that improve system performance, security, and infrastructure reliability.
• Maintain accurate IT support records, technical SOPs, and knowledge base articles.
• Serve as a technical liaison to the customer and program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree