Bachelor's degree in IT, Computer Science, or related field with 14 years of experience; experience may substitute for degree
ITIL v4 Foundation and Intermediate certification required
Minimum of 10 years in IT service management and asset management
Proven ability to manage teams of 20+ across multiple locations
Strong proficiency in ServiceNow for incident and asset management
Exceptional attention to detail with a track record of accurate reporting
Experience supporting federal government agencies or similar environments
Responsibilities
Manage daily operations of deskside support, providing Tier 1, Tier 2, and Tier 3 IT support
Establish and enforce service level agreements (SLAs) for timely ticket resolution
Oversee prioritization and assignment of tickets for efficient handling
Develop and implement standardized processes in line with ITIL v4 principles
Measure and report on key performance indicators (KPIs) for customer satisfaction
Identify trends and root causes of incidents, developing action plans for improvements
Lead end-to-end management of the IT asset lifecycle, including inventory and decommissioning
Benefits
Opportunity to lead a large, geographically dispersed team
Engagement with federal civilian government clients
Focus on continuous improvement and professional development
Access to training and certification opportunities
Collaborative work environment fostering excellence and innovation
Full Job Description
Job Description
We are seeking an experienced and highly motivated Deskside Support and IT Asset Manager to oversee and manage the IT endpoint troubleshooting and asset management functions supporting a federal civilian government client. This role combines leadership, technical expertise, and operational oversight to ensure seamless delivery of exceptional IT service desk support and efficient management of the organization's IT assets.
The ideal candidate will have solid experience in deskside operations, IT asset management, and ServiceNow platform utilization. They will be responsible for managing a team of approximately 30 geographically dispersed IT professionals while ensuring adherence to ITIL v4 standards and supporting overall organizational IT service goals.
Key Responsibilities:
Deskside Support Operations
Manage the daily operations of deskside support, providing Tier 1, Tier 2, and Tier 3 IT support across various locations.
Establish and enforce service level agreements (SLAs) to ensure timely and effective resolution of tickets logged within ServiceNow.
Oversee the prioritization and assignment of tickets to ensure efficient handling of requests and incidents.
Develop and implement standardized processes, tools, and best practices in line with ITIL v4 principles to continuously improve deskside performance.
Ensure customer satisfaction by measuring and reporting on key performance indicators (KPIs), including ticket resolution times, end-user feedback, and resolution rates.
Proactively identify trends, root causes of recurring incidents, and systemic issues, developing action plans to resolve process inefficiencies.
IT Asset Management (ITAM)
Lead the end-to-end management of the IT asset lifecycle, including inventory management, deployment, tracking, and decommissioning.
Maintain the IT asset inventory using ServiceNow, ensuring data accuracy and completeness.
Collaborate with procurement teams to establish cost-effective asset acquisition practices and adhere to budgeting goals.
Develop and enforce policies and procedures related to asset tracking, usage, and disposal.
Ensure compliance with PBGC policies, contractual obligations, and regulatory requirements regarding IT asset management and lifecycle processes.
Team Leadership and Development
Provide hands-on leadership to a team of approximately 30 deskside and asset management professionals located across multiple sites.
Establish team performance goals and conduct regular reviews to ensure accountability and growth.
Mentor, coach, and train team members to enhance their skills, certifications, and career development.
Foster a culture of collaboration, excellence, and continuous improvement within the team.
Qualifications
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or related field with 14 years' experience; experience may be considered in lieu of a degree
ITIL v4 Foundation and Intermediate certification required.
Minimum of 10 years of experience in IT service management, deskside operations, and IT asset management.
Demonstrated ability to manage teams of 20+ individuals across geographically dispersed locations.
Strong proficiency in ServiceNow for incident, service request, and asset management functionalities.
Demonstrates exceptional attention to detail, with a strong track record of providing accurate reporting and clearly articulating both obstacles and achievements.
HDI Support Center Manager (HDI-SCM) certification or equivalent preferred.
Experience supporting federal government agencies or similar environments
Demonstrated ability to design and implement ITIL-based service improvement initiatives.
Ability to be on-site in Arlington, VA with potential travel to other project locations as needed.
Skills and Competencies:
Proven leadership and team-building skills, with the ability to inspire, motivate, and guide team members.
Exceptional communication (written and verbal) and interpersonal skills for stakeholder interaction and issue resolution.
Strong analytical, organizational, and problem-solving capabilities.
Experience managing budgets and monitoring performance against cost objectives.
High attention to detail and ability to manage multiple priorities effectively.
About SAIC
Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
