Site Support Technical Lead

Site Support Technical Lead

SAIC is looking for a Site Support Technical Lead to join team in Washington, DC. This dual-functioning role combines technical mastery with operational oversight, serving as the primary escalation point and hands-on lead for the IT support team. The successful candidate will ensure the seamless execution for the Site Support Team, collaboration spaces, interfacing directly with customer and executive leadership onsite at their headquarters, as well as managing remote support assignments.

Job Duties

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  Technical & Team Leadership: Lead daily IT site support operations, manage task distribution, monitor team performance, and provide technical guidance and training to staff.



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  Advanced Troubleshooting: Act as the highest escalation point to promptly resolve complex hardware, software, network, and system issues both in person and remotely. 



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  Team Operations & Oversight: Direct the daily operations of the IT site support team, managing task distribution, establishing SLAs, and monitoring technical performance metrics.



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  Collaboration & Meeting Support: Oversee the configuration, maintenance, and live support of Microsoft Teams Conference Rooms (MTRs) and executive meeting infrastructure.



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  Deployment & Imaging: Manage the installation, configuration, and maintenance of computer systems and peripherals, including engineering system images via SCCM.



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  Security & Identity Management: Enforce endpoint security compliance using BitLocker encryption, manage secure network access with Zscaler, and oversee user account permissions according to agency policies.



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  Cross-Functional Collaboration: Partner with other IT engineering teams to implement solutions that improve system performance, security, and infrastructure reliability.

Documentation & Interfacing: Maintain accurate IT support records, technical SOPs, and knowledge base articles while serving as a technical liaison to the customer and program 

Education & Experience

• AA Degree in a related discipline and 5+ years of related experience; Or High School diploma and 7+ years of progressive technical experience.

• Required Certifications: Must possess at least two of the following certification Microsoft 365 (M365), Zscaler, ITIL 4 or CompTIA Security+.

• Technical Expertise: Strong engineering experience with SCCM imaging, BitLocker management, and Zscaler secure access solutions.

• Unified Communications: Direct, hands-on experience supporting and troubleshooting Microsoft Teams Rooms (MTR) hardware and video teleconferencing.

• Ticketing & Frameworks: High proficiency with enterprise help desk software and ticketing workflows (e.g., ServiceNow) to manage and report on service queues.

• Core Skills: Exceptional diagnostic skills, a customer-focused mindset, and the communication skills necessary to explain complex technical concepts to executive stakeholders and non-technical users

Clearance: Must be a US Citizen and able to successfully attain and maintain a federal Public Trust clearance