Description
This position is located in Washington, DC at the Department of Transportation Headquarters' Building. SAIC is looking for an Executive / VIP Deskside Support Manager to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants. The Executive Help Manager will be responsible for driving our support team in delivering -White Glove- support to DOT Executives and VIPs, and ensuring our customers receive world class service, as well as the highest level of satisfaction while solving technical issues. This role requires a very high level of professionalism in appearance, attitude, communication skills. Must have strong technical proficiency, and the ability to maintain an executive presence. The manager will lead by example and set the expectation and standard for the rest of the team. The team member must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), software application, telecommunication issues and local network issues. The team member will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support. As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades. He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications. The work is performed in a Microsoft Windows environment. Exceptional communication skills are a must for this candidate, as well as the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus.
The team member will perform the following:
Lead daily operations and engineering support function of the team.
Assigns daily task to teams.
Serves and the single POC for issues involving deskside support.
Oversee projects such as deployment and moves.
Responsible for inventory control within the Service Desk area
Customer service and interaction
Advanced troubleshooting and resolution
Imaging new machines
Deployment of new machines
New software installation
Qualifications
Job Role Specific Requirements:
Must have a minimum of 8 years of experience in leading and managing a team of IT Desk Side engineers.
Must have experience managing teams and technologies that span across all end-user hardware and software.
Must obtain HDI Desktop Support Manager certification within six (6) months of employment on contract.
The support will range from simple to complex system issues and may include VIP support requirements.
The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.
Must have strong customer service skills and be able to multitask between hardware and software solutions.
We are looking for exceptional organization skills, scheduling, and the ability to document processes.
Strong skills with imaging machines and troubleshooting during the image process are a plus.
Customer service and communication skills
Troubleshooting Microsoft Windows 10 (mid-level)
Installation and configuration of new machines in a Windows environment (mid-level)
Smart cards / PIV cards (general knowledge)
Experience with Office 365, VPN, Active Directory, Thin Client
Provide Remote Tool Support
Conference Room / VTC Setups
Qualifications and Education Requirements:
Must possess a High School Diploma and 5 years of Tier 2 Desk Side Support Experience. Diploma may be substituted with 4 additional years of related experience.
Top Qualifications, Skills, Experience or Certifications:
Customer service and communication skills
Experience with Microsoft Windows 11 a must.
Installation and configuration of new machines in a Windows environment (mid-level)
Smart cards / PIV cards (general knowledge).
Experience with Office 365, VPN, Active Directory
Provide Remote Tool Support
Conference Room / VTC Setups
Wireless Troubleshooting/iPhones and iPads
Skills Preferred:
Familiarity with Service Now
Ability to work in a fast-paced environment.
ServiceNow Asset and Incident Module (user-based knowledge)
Bomgar
MAC Troubleshooting
Outage Awareness/Management experience
Additional Notes
Successful candidate will be in an ON-CALL Rotation for nights and weekends. Must be flexible to work rotating shifts, see the shift times below:
- 7 AM - 4 PM
- 8 AM - 5 PM
- 9 AM - 6 PM
- 10 PM - 7 PM
Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2408740
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
