Desk Side Engineer Manager

Job Role Specific Requirements:

Core responsibilities and duties; highlight day-to-day activities:

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.

• 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

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

Preferred skills and qualifications:

• Familiarity with ServiceNow

• Ability to work in a fast-paced environment.

• ServiceNow Asset and Incident Module (user-based knowledge)

• Bomgar

• MAC Troubleshooting

• Outage Awareness/Management experience

EITSS LCAT (PLC): Desk Side Engineer Manager

2334C Desk Side Engineer Manager

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 possess a High School Diploma. Degree may be substituted with 4 additional years of related experience. HDI Desktop Support Manager required within six (6) months of employment on contract.

Duties: Responsible for managing the desk side support team. Leads daily operations and engineering support function of the desk side team, assigning daily tasks. Serves as the single POC forvissues involving Desk side support, such as deployment projects and moves. Responsible for the inventory control within the Service Desk's areas. Oversees multiple teams and roles that are within desk side support.