Executive IT Support Lead

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support. 

As a Executive IT Support Lead, you will oversee the timely, efficient and effective onsite delivery of ITSM. Working within the Executive Team you will supervise the day-to-day activities of Executive IT Support Technicians who are responsible for resolving incidents and service requests that cannot be handled remotely. Along with managing your team you may be required to function in the role of a technician yourself to track, resolve, and manage escalated technical problems. 

Local travel may be required to support remote FAA sites that do not have local technicians assigned. 

This role is ONSITE at the FAA headquarters in Washington, DC

• Supervises the day-to-day activities of Executive IT Support Technicians assigned to your team. 
• Responsible for daily and weekly reporting of Executive Team activities. 
• Manages resources for optimal performance. 
• Monitors ServiceNow ticketing, phone, and email requests from the Executive Team. 
• Works to ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data including customer demographic information, problem description, resolution, etc. 
• Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills 
• Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems. 
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. 

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.