Deskside Support Manager

Saic Washington , DC 20319

Posted 4 months ago

Deskside Support Manager (Job Number:440580)

Description:

JOB DESCRIPTION:

Seeking a Desktop Manager to support the operation of IT shared services for a large government agency. The Desktop Manager reports to the End User Support Manager and is responsible for the daily oversight of the planning, testing, and troubleshooting of desktop hardware and software.

Primary Location: United States- Washington, D.C.

Potential for Teleworking: No

Travel: 10%

Shift: Day

Job Schedule: Full-time

Qualifications:

TYPICAL EDUCATION AND EXPERIENCE:

  • Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience

CLEARANCE REQUIREMENT:

  • Clearance Level Must Currently Possess: None

  • Clearance Level Must Be Able to Obtain: Other Clearance

REQUIRED SKILLS AND KNOWLEDGE:

  • Knowledge of Microsoft 365, commercial desktop tools, and networks to manage a distributed team of desktop engineers.

  • Ability to perform shift planning to provide appropriate resources to troubleshoot complex and advanced end-user issues with hardware and software and achieve associated SLAs.

  • Knowledge of Virtual Desktop Infrastructure (VDI) implementations (e.g. Microsoft and VMware)

  • Knowledge of commercial service management system tools (e.g. BMC Remedy and ServiceNow) to review the status of all desktop service requests.

  • Consult with Infrastructure Operations team and Quality Manager on desktop performance, testing, or maintenance issues.

  • Ability to assist in defining core software image package specifications.

  • Ability to design and oversee desktop image testing.

  • Knowledge of agency desktop and network requirements to plan, staff, and oversee all Desktop Install, Move, Add, and Change (IMAC) tasks and achieve associated SLAs.

  • Report desktop quality metrics to agency, SAIC, and subcontractor management team.

  • Update Knowledge Database with information related to desktop operations, configuration, or licensing issues.

REQUIRED EDUCATION AND EXPERIENCE:

  • Experience troubleshooting, testing, and deploying standard endpoint images.

  • Experience performing supervisory functions and OJT training is required.

  • Knowledge of ITIL is required. ITIL certification is desired.

  • Excellent written and verbal communications skills are required.

SAIC Overview:
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Oct 2, 2018, 8:12:24 AM

Primary Location: United States-DC-WASHINGTON

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: Other Clearance

Potential for Teleworking: No

Travel: Yes, 10% of the time

Shift: Day Job

Schedule: Full-time


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Deskside Support Manager

Saic