SAIC · 20 hours ago
Lead Service Desk Technician
Lakewood, CO
Full-time
Onsite
Mid, Senior Level
$40K/yr - $80K/yr
7+ years expSAIC is currently seeking a motivated, customer service-oriented Lead Service Desk Technician. This role will lead the Service Desk and serve as the direct escalation point for three other technicians assigned to support activities, ensuring quality support services and effective team management.
Information TechnologySecurityService IndustrySoftware
No H1B
U.S. Citizen Only
Responsibilities
Oversee quality of all support services provided by the service desk, including customer engagement, timeliness of resolution, escalations, ticket metadata, and overall quality of work performed
Align service desk goals and performance in accordance with guidance provided by the IT Contract Supervisor
Support the service desk staff on day-to-day issues by serving as the escalation point for junior, mid, and senior-level technicians and by tackling complex issues requiring advanced technical skills
Assess, plan, assign/execute, monitor, and review service desk projects
Monitor all tickets, remove blockers, and escalate issues as needed to the IT Contract Supervisor or other escalation points
Create and maintain relevant documentation and knowledge artifacts for core service desk processes, additionally coaching the staff to normalize this into their daily workflow
Oversee the maintenance of IT inventory records, work with IT management to help select and order equipment based on identified budget priorities, assist with scheduling the computer distribution and refresh cycle, and ensure the correct processing of IT equipment for storage, reassignment, or disposal
Ensure that onboarding, transferring, and offboarding users are monitored, scheduled, processed, and documented according to departmental standards
Ensure that conference rooms are in working order, maintained, and that planned conferences have the equipment ready for them
Ensure summary status of Service Desk and all related issues and projects are reported upward to the IT Contract Supervisor
Experience supporting Microsoft Office applications and Google Workspace applications is preferred
Coordinate supply and repair services with manufacturers and vendors when needed
Other related duties as assigned by the IT Contract Supervisor
Qualification
Required
Must have a minimum of 7 years of work experience providing technical customer support through an IT service desk
Must be able to work physically on-site at the Central Federal Lands Highway Division facility in Lakewood, CO five days per week, eight hours per day
Must possess a High School Diploma. Degree may be substituted with 4 additional years of related experience
HDI Desktop Support Manager required within six (6) months of employment on contract
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to obtain a Public Trust determination
Preferred
Experience supporting Microsoft Office applications and Google Workspace applications
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
Prabu Natarajan
Chief Financial Officer
Kevin F Brown
Senior Vice President, Chief Information Security Officer
Recent News
2025-12-16
2025-12-16
2025-12-05
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