Field Service Lead - DoD IT & Security Ops (Onsite)

Empower AI; Slippery Rock (Butler County); On-site; USD 83,000 - 128,000; Full time

Job summary

Empower AI is seeking a Field Service Lead to direct Tier II desk-side, field, printer, and training center support for a DoD‑scale IT program in the Slippery Rock/Pittsburgh area. This salaried, on-site role reports to the Field Service Manager and partners with Service Desk, endpoint engineering, and asset teams.

The position requires 7+ years in end-user support, a TS/SCI‑eligible clearance potential, and DoD experience. Expect hands-on leadership and cross-site coordination.

Qualifications

• Bachelor's degree and 7+ years related experience.
• U.S. Citizen with ability to obtain TS/SCI.
• Current DoD 8570/8140 IAT Level I baseline cert.
• 5+ years desktop/field end-user support; 3+ years leading teams.
• Experience meeting SLAs, KPIs; ITSM platform knowledge.
• Strong written and verbal communication; teamwork.

Responsibilities

• Supervise desktop support and field service techs across sites.
• Own Tier II performance: monitor queues, SLAs, and AQLs.
• Enforce ticket closure and quality review standards.
• Coordinate on-site support for incidents and VIP needs.
• Plan hardware refresh and workstation deployment with STIGs.
• Analyze escalation trends; lead problem management actions.
• Prepare data for dashboards and monthly/quarterly reports.
• Maintain SOPs, onboarding, and recruiting support.

Skills

Independent work

Communication skills

Leadership

End-user support

ITSM basics

Ticketing awareness

Education

Bachelor's degree

Tools

ServiceNow

MECM/SCCM

Intune

Active Directory

Group Policy

Power BI

Job description

Empower AI is seeking a Field Service Lead to direct Tier II desk-side, field, printer, and training center support for a DoD‑scale IT program in the Slippery Rock/Pittsburgh area. This salaried, on-site role reports to the Field Service Manager and partners with Service Desk, endpoint engineering, and asset teams.

The position requires 7+ years in end-user support, a TS/SCI‑eligible clearance potential, and DoD experience. Expect hands-on leadership and cross-site coordination.