{"id":3938309,"url":"https://alion.io/job/saic-deskside-support-and-it-asset-manager","title":"Deskside Support and IT Asset Manager","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":79,"open_postings":97,"ghost_share":0,"stale_share":0.835,"repost_share":0.01,"time_to_fill_p50_days":24,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Leadership","role_family":"Leadership","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-03T20:10:23Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-14T21:08:51Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"We are seeking an experienced and highly motivated Deskside Support and IT Asset Manager to oversee and manage the IT endpoint troubleshooting and asset management functions supporting a federal civilian government client. This role combines leadership, technical expertise, and operational oversight to ensure seamless delivery of exceptional IT service desk support and efficient management of the organization's IT assets.\nThe ideal candidate will have solid experience in deskside operations, IT asset management, and ServiceNow platform utilization. They will be responsible for managing a team of approximately 30 geographically dispersed IT professionals while ensuring adherence to ITIL v4 standards and supporting overall organizational IT service goals.\nKey Responsibilities:\nDeskside Support Operations\nManage the daily operations of deskside support, providing Tier 1, Tier 2, and Tier 3 IT support across various locations. \nEstablish and enforce service level agreements (SLAs) to ensure timely and effective resolution of tickets logged within ServiceNow. \nOversee the prioritization and assignment of tickets to ensure efficient handling of requests and incidents. \nDevelop and implement standardized processes, tools, and best practices in line with ITIL v4 principles to continuously improve deskside performance. \nEnsure customer satisfaction by measuring and reporting on key performance indicators (KPIs), including ticket resolution times, end-user feedback, and resolution rates. \nProactively identify trends, root causes of recurring incidents, and systemic issues, developing action plans to resolve process inefficiencies.\nIT Asset Management (ITAM)\nLead the end-to-end management of the IT asset lifecycle, including inventory management, deployment, tracking, and decommissioning. \nMaintain the IT asset inventory using ServiceNow, ensuring data accuracy and completeness. \nCollaborate with procurement teams to establish cost-effective asset acquisition practices and adhere to budgeting goals. \nDevelop and enforce policies and procedures related to asset tracking, usage, and disposal. \nEnsure compliance with PBGC policies, contractual obligations, and regulatory requirements regarding IT asset management and lifecycle processes. \nTeam Leadership and Development \nProvide hands-on leadership to a team of approximately 30 deskside and asset management professionals located across multiple sites. \nEstablish team performance goals and conduct regular reviews to ensure accountability and growth. \nMentor, coach, and train team members to enhance their skills, certifications, and career development.\nFoster a culture of collaboration, excellence, and continuous improvement within the team. \n Bachelor’s degree in Information Technology, Computer Science, or related field with 14 years' experience; experience may be considered in lieu of a degree\nITIL v4 Foundation and Intermediate certification required. \nMinimum of 10 years of experience in IT service management, deskside operations, and IT asset management. \nDemonstrated ability to manage teams of 20+ individuals across geographically dispersed locations. \nStrong proficiency in ServiceNow for incident, service request, and asset management functionalities. \nDemonstrates exceptional attention to detail, with a strong track record of providing accurate reporting and clearly articulating both obstacles and achievements.\nHDI Support Center Manager (HDI-SCM) certification or equivalent preferred. \nExperience supporting federal government agencies or similar environments \nDemonstrated ability to design and implement ITIL-based service improvement initiatives. \nAbility to be on-site in Arlington, VA with potential travel to other project locations as needed. \nSkills and Competencies:\nProven leadership and team-building skills, with the ability to inspire, motivate, and guide team members. \nExceptional communication (written and verbal) and interpersonal skills for stakeholder interaction and issue resolution. \nStrong analytical, organizational, and problem-solving capabilities. \nExperience managing budgets and monitoring performance against cost objectives. \nHigh attention to detail and ability to manage multiple priorities 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