SAIC is seeking a Deskside Support Lead to join our team. The primary responsibilities of this role are to provide Tier 2 and Tier 3 deskside end user support including imaging, deployment, and asset management. You will ensure adherence to service-level agreements (SLAs) and act as a key point of escalation for advanced IT troubleshooting issues. This includes supporting computer hardware, software, network connectivity, system/application access, and telecommunications systems. Roles and Responsibilities: • Acts as a senior technical lead, specializing in the management of mass imaging pipelines, high-volume onboarding preparations, equipment moves, and advanced troubleshooting of end-user laptops and desktops in a diverse MS Windows environment. • Lead and coordinate a team of 4 IMAC technicians. • Provides Tier 2 desk-side end-user support heavily focused on mass imaging, deployment, asset management, and Windows 11 troubleshooting, with strong user interaction skills. • Needs to be able to work independently while leading team efforts and managing deployment pipelines. • Performs and oversees IMAC procedures and lifecycle refresh activities across the enterprise. • Manage high-volume mass imaging processes and device preparation for onboardings/refreshes. • Collaborate with Tier 3 teams to troubleshoot complex, environmental issues affecting enterprise laptops and desktops. Required Qualifications: • High School Diploma and 7+ years of experience in a supervisory role within an IT support or help desk environment required. • Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card. • Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, and Zoom is needed. • Proficiency in advanced troubleshooting and diagnostics for hardware, software, and network-related issues. • Strong leadership and coaching skills, with the ability to inspire team members to achieve high performance. • Experience with database tools, ticketing systems, and IT service management (ITSM) tools for tracking and resolving technical issues. • Excellent verbal and written communication skills to convey technical concepts to non-technical users. • HDI Technical Support Professional certification required within six (6) months of employment. Preferred Qualifications: • Experience troubleshooting Microsoft Windows with the latest Windows OS. • Installation, configuration, and mass deployment of new machines in a Windows environment. • Smart cards/PIV cards (general knowledge). • Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client, SCCM. • Experience with conference room/VTC setups. • Basic familiarity with MAC OS.