IT Field Technician Team Lead

SAIC · Colorado Springs

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.

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.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

More jobs at SAIC · Skilled Trades & Maintenance jobs in Colorado Springs