Print and Deskside Support Lead

We are seeking an experienced Print and Deskside Support Lead to oversee enterprise deskside and print support operations in a fast-paced federal environment. The ideal candidate brings strong hands-on technical skills, proven team leadership experience, and a customer-first mindset aligned with ITIL best practices.

Responsibilities

• Lead and mentor deskside support technicians, coordinating workload, ticket triage, and escalation across Tier I–III incidents
• Serve as primary escalation point for complex hardware, software, and connectivity issues across Windows 10/11 enterprise environments
• Administer and troubleshoot enterprise printer, scanner, and copier systems, including network authentication, driver management, and hardware diagnostics
• Experience with enterprise print applications that will be used to monitor, test, and upgrade firmware for network printers. 
• Experience troubleshooting a wide range of print/scan functionality including scan-to-email and using PIV authentication to print documents. 
• Dispatch and coordinate warranty/maintenance repair with 3rd party vendor
• Interface with technical teams (Server, Network, Security) to help resolve complex printer issues
  Support remediation of security vulnerabilities by applying certificates and upgrading printer firmware
• Manage endpoint lifecycle including deployment, imaging, configuration, hardware refresh, and asset disposition
• Support user lifecycle activities including onboarding, offboarding, and MACD requests
• Maintain documentation and knowledge records within ServiceNow ITSM
• Participate in stakeholder meetings to drive service improvement initiatives

Qualifications

Required:

• AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification
• 5+ years of Tier II/III deskside support experience in enterprise or federal environments
• Demonstrated experience leading or mentoring technical support teams
• Hands-on experience with enterprise print environment administration and troubleshooting
• Proficiency with Microsoft 365, Active Directory, Azure AD, and Windows 10/11
• Experience with endpoint management tools such as IBM BigFix or Microsoft Intune
• Familiarity with VPN, VDI (Citrix/Horizon), and remote support tools
• Strong documentation skills and experience with ServiceNow or similar ITSM platforms
• Ability to obtain and maintain a Public Trust federal clearance

Preferred:

• Experience supporting federal agency IT environments
• Knowledge of NIST security standards and asset disposition procedures
• ITIL Foundation certification or equivalent experience

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.