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 role serves as the primary escalation point and hands-on lead for the IT support team, ensuring seamless site support operations and collaboration-space support. It interfaces directly with customer and executive leadership at the customer’s headquarters and manages remote support assignments.

Requirements

• Associate degree in a related discipline and at least 5 years of related experience, or a high school diploma and at least 7 years of progressive technical experience.
• Possess 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 and promptly resolve complex hardware, software, network, and system issues in person and remotely.
• Direct the daily operations of the IT site support team, establish SLAs, and monitor technical performance metrics.
• Oversee configuration, maintenance, and live support for Microsoft Teams Conference Rooms (MTRs) and executive meeting infrastructure.
• Manage installation, configuration, and maintenance of computer systems and peripherals, including engineering system images through 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 IT support records, technical SOPs, and knowledge base articles, and 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