Field Office Support Lead

Field Office Support Lead

The Field Office Support Lead provides senior-level end-user technical support and leadership for CASTLE-NET program field offices. This role supervises field support operations, ensures high-quality service delivery, manages field technician teams, and serves as the primary escalation point for complex field support issues while maintaining alignment with headquarters IT operations.

Key Responsibilities:

• Provide senior-level end-user technical support to field offices
• Supervise and manage field support operations and technician teams
• Ensure compliance with USACE IT policies and security standards
• Conduct field support quality assurance and performance reviews
• Train and mentor field support personnel
• Escalate and resolve complex technical issues
• Generate field support metrics and performance reports
• Coordinate with headquarters IT for major support initiatives

Required Qualifications:

• Bachelor's degree in IT or related field preferred
• 6+ years of experience in field support, end-user services, or help desk
• Minimum 2 years of supervisory or team leadership experience
• Strong technical knowledge of end-user systems and support tools
• Excellent problem-solving and customer service skills
• Strong leadership and team management capabilities
• Ability to communicate technical concepts to non-technical users
• Demonstrated ability to manage multiple support priorities

Job Specific Skills:

• End-User Technical Support & Troubleshooting
• Field Operations Management & Supervision
• Team Leadership & Performance Management
• Service Quality & Metrics Analysis
• User Training & Knowledge Management

Preferred Skills:

• CompTIA A+ and Security+ certifications
• Microsoft Certified: Modern Desktop Administrator
• ITIL Foundation certification
• USACE IT environment familiarity
• Help desk management system expertise (ServiceNow, etc.)

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, gender identity, veteran status, 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, veteran status, disability, gender identity, 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. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.