Executive IT Support Lead

Description

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

As a Executive IT Support Lead, you will oversee the timely, efficient and effective onsite delivery of ITSM. Working within the Executive Team you will supervise the day-to-day activities of Executive IT Support Technicians who are responsible for resolving incidents and service requests that cannot be handled remotely. Along with managing your team you may be required to function in the role of a technician yourself to track, resolve, and manage escalated technical problems. Travel may be required to support remote FAA sites that do not have local technicians assigned.

• Supervises the day-to-day activities of Executive IT Support Technicians assigned to your team.
• Responsible for daily and weekly reporting of Executive Team activities. 
• Manages resources for optimal performance. Monitors ServiceNow ticketing, phone, and email requests from the Executive Team. 
• Works to ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data including customer demographic information, problem description, resolution, etc.
• Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills
• Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Qualifications

Required Education & Experience

• A Bachelor’s degree related to Computer and Information Technology Services and 3+ years of experience leading a technical team.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
• HDI-DAST Certification or ability to obtain.

Desired Skills, Experience, & Certifications

• A Bachelor’s degree related to Computer and Information Technology Services and 3+ years of experience, an Associate's and 9 years of experience, or High School and 10 years of additional experience.
• Technical proficiency in supporting desktop, server, printer, and network equipment.
• IT Certification(s)

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.