Lead Service Desk Technician

Job : 2512343
Location: VANCOUVER, WA, United States
Date Posted: Dec 13, 2025
Category: Information Technology
Subcategory: Site Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum

Clearance Required:

None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: On-Site
Benefits:

We are 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. Candidate must have at least 7 years of experience providing technical support. The position requires a positive customer-focused personality, creative problem-solving skills, high technical aptitude, being well-organized, the ability to multitask, and strong communication skills. The Lead Service Desk Technician will utilize practical knowledge of the organization’s systems, applications, regulations, and best practices to lead a dynamic team to mission success.

ONSITE at the DOT location in Vancouver, WA

• 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 elevate 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.

• 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 Western Federal Lands Highway Division facility in Vancouver, Washington 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.
• 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.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier Fortune 500® 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, civilian and intelligence 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 24,000 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 $7.5 billion. For more information, visit  For ongoing news, please visit our newsroom.

Please apply through the internal career site here >