SAIC · 7 hours ago
Service Desk Team Lead
Arlington, VA
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expSAIC is recognized as an IT leader in the intelligence and law enforcement spaces, and they are seeking a Service Desk Team Lead to support the United States Marshals Services' unique mission needs. The role involves managing a team of Service Desk Technicians who provide first-line technical support to end-users, overseeing service provision, and ensuring targets are met.
Information TechnologySecurityService IndustrySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage a team of Service Desk Technicians who provide first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues
Oversee the day-to-day effectiveness of service provision and ensure that targets are met
Work effectively within a large team, working most closely with Service Desk Technicians, to drive service improvements
Offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment-based service
Develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service is delivered by the Service Desk
Demonstrate ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
Lead the team of Service Desk Technicians in standard tasks including diagnosing and resolving technical issues related to hardware, software, network connectivity, printers, and mobile devices
Escalate complex or unresolved incidents to appropriate support teams per escalation protocols
Document all support interactions in the ServiceNow ticketing system with clear, accurate, and timely updates
Assist in user account creation, password resets, and access management in Active Directory and other platforms
Help end users with troubleshooting VPN connections
Follow standard operating procedures for common support requests and troubleshooting
Share new issues and solutions in the knowledge base to support team learning
Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery
Qualification
Required
Secret clearance or above
Bachelor's degree or equivalent experience (Computer Science, IT, or related field preferred)
At least 8 years of experience in a technical support or help desk role
Experience of coaching and/or mentoring staff
Experience of managing the work of others
Knowledge and experience of best practice in customer service and/or IT service management
Strong communication, problem-solving, and interpersonal skills
Ability to prioritize and manage time effectively in a dynamic environment
Position is onsite based on business needs
Preferred
CompTIA A+, ITIL Foundations, or other relevant IT certifications
Experience supporting users or working in a multi-location organization
Exposure to Active Directory, Office 365, VPN, and remote desktop tools
Knowledge of ITIL, ITSM frameworks, or MSP environments
Company
SAIC
SAIC specializes in IT, enterprise IT, engineering, and professional services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$522.13MKey Investors
U.S. Geothermal
2025-09-22Post Ipo Debt· $500M
2010-09-13Post Ipo Equity· $22M
2006-10-13IPO
Leadership Team
Robert Fecteau
IT Advisor to CEO
Prabu Natarajan
Chief Financial Officer
Recent News
2025-12-16
2025-12-16
2025-12-05
Company data provided by crunchbase