SAIC

Technology integrator delivering defense IT solutions

Deskside Support Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeOklahoma City, OK, USANo salary listedIn-person

About the Job

Requirements

A high school diploma and at least 7 years of experience in a supervisory role within an IT support or help desk environment are required.
Must be able to obtain and maintain a public trust, requiring U.S. citizenship or a Green Card.
Experience supporting Active Directory, Microsoft Office Suite, Google Workspace for Enterprise, Bomgar, virtual private networks, System Center Configuration Manager, video teleconferencing, and Zoom is required.
Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues is required.
Experience with database tools, ticketing systems, and IT service management tools for tracking and resolving technical issues is required.
A HDI Technical Support Professional certification is required within six months of employment.
Strong leadership and coaching skills are required to guide team members toward high performance.
Verbal and written communication skills are required to explain technical concepts to non-technical users.

Responsibilities

Provide Tier 2 and Tier 3 deskside end-user support, including imaging, deployment, and asset management.
Ensure adherence to service-level agreements and act as a key escalation point for advanced IT troubleshooting issues.
Support computer hardware, software, network connectivity, system and application access, and telecommunications systems.
Serve as a senior technical lead specializing in mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse Microsoft Windows environment.
Lead and coordinate a team of four IMAC technicians.
Provide Tier 2 deskside end-user support focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting.
Work independently while leading team efforts and managing deployment pipelines.
Perform and oversee IMAC procedures and enterprise lifecycle refresh activities.
Manage high-volume mass imaging processes and device preparation for onboardings and refreshes.
Collaborate with Tier 3 teams to troubleshoot complex environmental issues affecting enterprise laptops and desktops.

Desired Qualifications

Experience troubleshooting Microsoft Windows, including the latest Windows operating system.
Experience installing, configuring, and mass-deploying new machines in a Windows environment.
General knowledge of smart cards and PIV cards.
Experience with Office 365, Google Workspace for Enterprise, virtual private networks, Active Directory, thin clients, and System Center Configuration Manager.
Experience with conference room and video teleconferencing setups.
Basic familiarity with macOS.

SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management.

You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems.

Roles and Responsibilities:

Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment.
Lead and coordinate a team of 4 IMAC technicians.
Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills.
Needs to be able to work independently while leading team efforts and managing deployment pipelines.
Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise.
Manage high-volume mass imaging processes and device preparation for onboardings/refreshes.
Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops.

Required Qualifications:

High School Diploma and 7+ years of experience in a supervisory role within an IT support or help desk environment required.
Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed.
Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues.
Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance.
Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues.
Excellent verbal and written communication skills to convey technical concepts to non-technical users.
HDI Technical Support Professional certification required within six (6) months of employment.

Preferred Qualifications:

Experience troubleshooting Microsoft Windows with the latest Windows OS.
Installation, configuration, and mass deployment of new machines in a Windows environment.
Smart cards/PIV cards (general knowledge).
Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, SCCM.
Experience with conference room/VTC setups.
Basic familiarity with MAC OS.

About the Company

SAIC

Technology integrator delivering defense IT solutions

SAIC is a technology integrator that supports the U.S. government with engineering and IT services for defense, space, and intelligence missions. Its offerings include integrating complex systems, software, data analytics, cybersecurity, and digital engineering to help national security programs run smoothly. The company operates by combining technical expertise with large-scale government contracts, delivering end-to-end solutions from planning and development to deployment and support. Unlike many firms that focus on a single product, SAIC differentiates itself through a long history of government work, its origins as an employee-owned company, and its growth through strategic acquisitions to broaden capabilities in digital engineering, mission IT, and related services. SAIC’s goal is to enable national defense and intelligence operations by providing the technology and services needed to design, build, and maintain critical systems at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Reston, VA
Founded: 1969

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