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Form of workJob ID: 2400842
Location: ANAHEIM, CA, US
Date Posted: 2024-01-17
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Description
SAIC is seeking an experienced on-site Desktop Support Managerto lead a team of desktop support technicians and engineers, with support sites located within the City of Anaheim, California.
JOB DESCRIPTION:
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Reports design, reliability and maintenance problems or bugs to product owners.
- Will be involved in customer installation and training activities.
- May provide support to users where the product is highly technical or sophisticated in nature.
- Generally interacts directly with the customer/user and internal team members; may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources.
LEADERSHIP AND MANAGEMENT: Manages experienced professionals (e.g. desktop engineers, technicians) who exercise discretion and independent judgment performing assignments.
SCOPE: Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established program policies. Recommends changes to policies and procedures.
PROBLEM COMPLEXITY: Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units.
FREEDOM TO ACT: Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives.
LIAISON: Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolutions of operational and scheduling issues. Often plays a key role in cooperative effort among members of a program team made up of representatives from other support areas.
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
- Bachelors and a minimum of three (3) years experience managing or leading an on-site desktop support team supporting enterprise users; Associates and five (5) years experience managing or leading an on-site desktop support team;
REQUIRED KNOWLEDGE/SKILLS:
- Previous direct experience supporting standard enterprise workstations and devices such as Desktops, Laptops, Tablets, and Mobile Devices, including component repair/replacements.
- Prior experience with the installation, troubleshooting and maintenance of common enterprise software titles such as Microsoft Windows/Office products, Adobe, various web browsers, and other common enterprise software titles.
- Experience with device imaging, deployment, asset management. Perform IMAC procedures and life-cycle refresh activities.
- Experience supporting Active Directory and SCCM.
- Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.
- Ability to lift 50 lbs if needed.
- Familiarity with ServiceNow a plus.
Target salary range: $115,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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.
