Field Service Leader, Enterprise IT Support (DoD)

Empower AI; Boyers (PA); On-site; USD 83,000 - 128,000; Full time

Job summary

Empower AI in Boyers, PA is seeking a Field Service Lead to manage Tier II desk-side and field support for a DoD‑level IT program. You’ll supervise technicians, control SLAs and AQLs, coordinate dispatch, and ensure secure, well‑documented resolutions across sites. This onsite role requires travel up to 10%.

You will report to the Field Service Manager and collaborate with Service Desk, endpoint engineering, and asset management teams to maintain performance and readiness. U.S.

Qualifications

• Bachelor's degree and a minimum of 3 years of related experience (a Master’s with 2 years, or +4 years in lieu of a degree, may substitute). 7 years total (edu/exp).
• US Citizenship required; Top Secret clearance to start; TS/SCI eligibility may be required later.
• Experience managing Tier II end‑user support and supervising technicians across multiple locations.

Responsibilities

• Supervise desktop and field service technicians across sites, including scheduling, on‑site coverage, dispatch, and performance coaching.
• Own Tier II operational performance with SLAs, AQLs, and KPIs; rebalance workload and take corrective action.

Skills

Field service leadership

SLA management

Ticketing systems

Windows endpoints

End user support

Education

Bachelor's degree in related field

Tools

ServiceNow

MECM/SCCM

Intune

Active Directory

Job description

Empower AI in Boyers, PA is seeking a Field Service Lead to manage Tier II desk-side and field support for a DoD‑level IT program. You’ll supervise technicians, control SLAs and AQLs, coordinate dispatch, and ensure secure, well‑documented resolutions across sites. This onsite role requires travel up to 10%.

You will report to the Field Service Manager and collaborate with Service Desk, endpoint engineering, and asset management teams to maintain performance and readiness. U.S.