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SAIC

Help Desk Tier 3 Systems Lead

SAIC
San Diego, CA $120k - $160k/yr Full time Posted 25d ago
End User Support Help Desk Incident Management Information Technology (IT) IT Operations IT Services ITSM Jira Service Management Management Operating Systems Systems Technical Support Windows
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Job Description

The role provides both leadership in process ownership and hands-on technical support for Tier 1 through Tier 3 Help Desk, Desktop Support, and Systems Administrators. Based on site in San Diego, this position emphasizes monitoring, remediation, and uptime for critical systems.

Responsibilities

  • Assume both managerial ownership and hands-on support, stepping in to assist Tier 1–Tier 3 Help Desk, Desktop Support, and Systems Administrators as needed.
  • Collaborate with Systems Integration, Networking, and Cybersecurity teams to ensure timely resolution of tickets and outages.
  • Oversee the Jira board and ticket flow to maintain uptime across all systems.
  • Engage with team members across the enterprise, including government customers, to keep the group aligned on programmatic matters.
  • Provide IT problem-solving for advanced data and software services platforms.
  • Monitor systems and remediate issues to meet uptime requirements for critical environments.

Requirements

  • U.S. citizenship with an active TS/SCI clearance.
  • Bachelor's degree and at least five years of experience, or nine or more years of experience.
  • Experience as an escalation point, team lead, or manager.
  • Experience administering Jira or a comparable ticketing tool.
  • Proficiency in troubleshooting Linux-based system issues.
  • Experience addressing IP networking, Domain Controller, and firewall issues.
  • Understanding of Windows environments and related user issue troubleshooting.
  • Experience operating virtual or cloud-based systems.
  • Sec+ or an equivalent IAT II certification.

Technologies

  • Jira
  • Linux
  • Windows
  • Cloud-based systems

Description

SAIC seeks an experienced Tier 3 Systems Lead to support a mission critical, cutting edge project for a joint customer. The role combines managerial and process ownership with hands-on technical support to assist Tier 1–Tier 3 Help Desk, Desktop Support, and Systems Administrators. The incumbent will monitor systems and remediate issues to ensure uptime for the critical environment. This on-site position is based in San Diego, CA.

Compensation and Location

Salary: USD 120,001 - 160,000 per year

Location: San Diego, CA (onsite)

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