What are the responsibilities and job description for the Executive / VIP Deskside Support Manager position at SAIC?
Job ID 2501502
Location WASHINGTON, DC, US
Date Posted 2025-02-05
Category Information Technology
Subcategory Technical Svcs
Schedule Full-time
Shift Day Job
Travel No
Minimum Clearance Required None
Clearance Level Must Be Able to Obtain Public Trust
Potential for Remote Work No
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
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
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.
Location WASHINGTON, DC, US
Date Posted 2025-02-05
Category Information Technology
Subcategory Technical Svcs
Schedule Full-time
Shift Day Job
Travel No
Minimum Clearance Required None
Clearance Level Must Be Able to Obtain Public Trust
Potential for Remote Work No
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
- Must possess a High School Diploma. College degree may be substituted with 4 additional years of related experience.
- 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
- 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
- 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
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 AM - 7 PM
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.
Salary : $120,001 - $160,000
