Position Overview
The Field Office Support Lead manages field IT support operations to ensure
end‑user devices, connectivity, and local infrastructure at distributed
offices remain reliable, secure, and compliant. The role plans and coordinates
technician dispatches, wellness checks, and on‑site troubleshooting for
hardware, software, and network issues while serving as the primary escalation
point for complex incidents. This leader aligns field practices with enterprise
service‑management and security standards and tracks service quality and
workload metrics to drive continuous improvement in customer experience.
Key Responsibilities
Coordinate field‑support schedules, dispatches, and wellness campaigns across
multiple locations, ensuring appropriate staffing and timely coverage of
office needs.
Oversee hands‑on troubleshooting and resolution for endpoints, peripherals,
networking, and collaboration tools at field sites, including coordination
with remote support when appropriate.
Serve as the primary escalation point for complex issues, working across
field technicians, service desk, and engineering teams to resolve incidents
and prevent recurrences.
Monitor field‑support metrics such as response times, ticket volumes,
first‑contact resolution, and repeat incidents, using data to refine
processes and workload distribution.
Ensure field activities adhere to incident‑management and request‑management
best practices, including use of standard tools, documentation, and
communication protocols.
Organize, train, and lead a team of Field Office Technicians, providing
coaching on technical troubleshooting, customer service, and adherence to
enterprise policies and procedures.
Maintain relationships with enterprise IT and security teams to ensure local
practices reflect current standards for configuration, patching, and device
wellness.
Contribute to process and tool improvements for field support, including
development of checklists, runbooks, and knowledge articles to standardize
service delivery.
Required Qualifications
Bachelor’s degree in IT, Computer Science, Business Administration, or a
related field, or equivalent relevant work experience.
Minimum of 8 years of experience in incident management, user support, or
closely related IT roles, including experience leading field, desktop, or
technical‑support teams.
Strong understanding of ITIL principles, incident management best practices,
and use of incident‑management tools to manage tickets and track
performance.
Demonstrated experience managing multiple incidents and field activities
simultaneously across distributed locations while maintaining service
quality.
Excellent problem‑solving, analytical, communication, and interpersonal
skills, with the ability to work effectively with technicians, service‑desk
staff, engineers, and business stakeholders.
Ability to obtain and maintain a Public Trust investigation and U.S.
citizenship as required for this remote federal IT position.
Preferred Qualifications
Experience aligning field‑support operations with ITIL‑based incident and
request‑management processes and implementing process improvements in a
service‑management framework.
Relevant certifications such as ITIL Foundation or desktop‑support/endpoint
certifications from major vendors.
Prior experience supporting federal or other highly regulated environments
with distributed field offices.
Experience developing training materials and delivering coaching or workshops
for field technicians and support staff.
Qualifications
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple
factors; including but not limited to, location, skill set, level of education,
certifications, client requirements, contract-specific affordability, government
clearance and investigation level, and years of experience. The compensation
displayed for this role is a general guideline based on these factors and is
unique to each role. Monetary compensation is one component of ASM's overall
compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex,
disability, age, sexual orientation or national origin are not and will not be
considered in any personnel or management decisions. We affirm our commitment to
these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is
done without regard to race, color, religion, sex, disability, or age. All
decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above
are representative of those which must be met by an employee to successfully
perform the primary functions of this job. (For example, "light office duties'
or "lifting up to 50 pounds" or "some travel" required.) Reasonable
accommodations may be made to enable individuals with qualifying disabilities,
who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature
and level of work performed by employees within this classification. It is not
designed to contain or be interpreted as a comprehensive inventory of all
duties, responsibilities and qualifications required of employees assigned to
this job.