IT Field Technician Team Lead

SAIC is seeking an IT Field Technician Lead onsite in Colorado Springs for the NORAD NITES program. You will serve as a frontline leader providing oversight and support for a team of six Field Technicians responsible for delivering high-quality IT services to our enterprise clients including Very Important Persons (VIPs). This role is pivotal in ensuring prompt and effective resolution of technical issues, maintaining operational efficiency, and delivering exceptional customer service in a fast-paced and dynamic environment. The position also includes oversight of after-hours support operations, ensuring comprehensive coverage for critical IT incidents and escalations.

Responsibilities:

Leadership and Team Management

• Provide day-to-day supervision and guidance to a team of six Field Technicians, ensuring adherence to Service Level Agreements (SLAs), policies, and procedures.
• Monitor and manage individual and team performance, including setting goals, conducting regular one-on-one meetings, and providing constructive feedback.
• Mentor team members to enhance technical skills, professional growth, and overall productivity.
• Act as an escalation point for team members, resolving complex issues and providing high-level support when necessary.
• Develop and maintain a shift rotation schedule for technicians, including coordination of after-hours on-call coverage.

Operational Support

• Assist with managing and prioritizing incoming tickets to ensure timely resolution, maintaining communication with the Enterprise IT Service Desk.
• Oversee and participate in hands-on technical support services, such as hardware deployment, troubleshooting, repairs, and software installations.
• Ensure thorough documentation of all service desk activities, including ticket updates, solutions, and root cause analysis.

After-Hours Support Management

• Coordinate and oversee after-hours service desk operations, ensuring staff availability for on-call support according to the coverage schedule.
• Respond to high-priority incidents and escalations during after-hours operations and ensure prompt resolution or escalation to appropriate teams.
• Monitor the effectiveness of after-hours coverage, track response times, and make strategic adjustments to improve service delivery.

Stakeholder Collaboration

• Act as a liaison between the Field Technicians and other IT teams, ensuring seamless communication and collaboration.
• Provide status updates, reporting, and metrics to IT leadership on team performance and critical issues.
• Engage with end users and clients to ensure service satisfaction, address concerns, and gather feedback for process improvements.
• Implement and enforce best practices for IT support processes, incident management, and problem resolution.
• Ensure compliance with organizational policies, procedures, and standards, including cybersecurity and data protection regulations.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field plus 5 years experience or HS plus 9+ years equivalent experience considered.
• 5+ years of experience in IT support, with at least 2 years in a team lead or supervisory role.
• Strong technical expertise in areas such as hardware diagnosis and repair, software troubleshooting, operating systems (Windows, macOS), and networking (LAN/WAN).
• Experience with ITSM platforms (e.g., ServiceNow, Remedy) for ticketing, tracking, and reporting.
• CompTia Security+ or equivalent cert.
• Secret level clearance; ability to obtain TS/SCI.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, ITIL, or HDI Team Lead are a plus.
• Familiarity with enterprise-level IT environments and remote support tools.
• Experience managing after-hours support operations.

Skills and Competencies:

• Ability to manage, motivate, and develop a team in a high-pressure environment.
• Excellent problem-solving and decision-making capabilities.
• Strong interpersonal and communication skills, with the ability to interact effectively with business stakeholders and end users.
• Proven ability to analyze data and service desk metrics to drive operational improvements.
• Self-motivated, organized, and able to balance multiple tasks with changing priorities.