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.
Compensation RangesCompensation 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.
DisclaimerThe 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.
