Field Office Support Lead - Remote Eligible

Field Office Support Lead

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.

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.

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.