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Field Support Manager Job

Field Support Manager (Job Number:438424)


Seeking a Field Support Manager to support the implementation of IT shared services for a large government agency. The Field Support Manager reports to the End User Support Manager and provides day-to-day management of field sites and staff and customer support. Coordinates with agency staff on change, incident resolution, and other support tasks. Manages customer support in the field to include management of local desktop staff and other infrastructure support staff.

Primary Location: United States-Washington, D.C.
Potential for Teleworking: No
Travel: 10%
Shift: Day

Job Schedule: Full-time



- Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience


- Clearance Level Must Currently Possess: None
- Clearance Level Must Be Able to Obtain: Other Clearance


- Ability to coordinate a multi- vendor, geographically distributed team providing on-site technical support to achieve SLAs for all service tiers (Standard Users, VIP/Premium Users, and Platinum Users).
- Basic understanding of systems management including Microsoft desktop and network operating systems, Mobile Device Management, virtualization technologies, networking equipment, Dell hardware, and remote access solutions.
- Understanding of basic concepts related to the provision of IT customer service support through Tier I, Tier II and Tier III.
- Knowledge of Network Maintenance, Network Design and Implementation, System Administration, Operating Systems, Network Hardware Configuration.
- Skill in building work relationships, resolving conflict, project management, and promoting process improvement.
- Excellent leadership, organizational, administrative, interpersonal, and oral and written communications skills with special attention to detail.
- Ability to independently define and manage large workloads and organize work efficiently.
- Prioritize and perform multiple tasks on short notice within established deadlines.
- Ability to solve problems and willingness to work with and/or lead teams.
- Expertise in commercial service desk systems (e.g. BMC Remedy or ServiceNow) to track and resolve all service requests.
- Ability to manage a 24/7 team, including hiring, training, shift planning, performance management, and salary administration.
- Ability to update online knowledge management systems with incident analysis and resolution information.

. Experience providing incident management and service desk support for enterprises with at least 10,000 users.

- Managing service delivery to achieve defined SLAs.
- Experience performing supervisory functions.
- Knowledge of ITIL is required. ITIL certification is desired.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Jul 17, 2018, 10:59:07 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job
Schedule: Full-time
Full time
Washington, DC 20001, US