Field Service Manager – Enterprise Endpoint & IT Ops Lead

Empower AI

Fort Meade (MD)

On-site

USD 134,000 - 207,000

Full time

2 days ago

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Job summary

Empower AI is seeking a Field Service Manager to lead end-user computing operations for a large enterprise IT program supporting a Department of War agency. You will supervise desktop support, endpoint engineering, and printer management across multiple sites, ensuring secure, standardized, and highly automated endpoints while delivering fast, reliable user support.

The role entails coordinating with cybersecurity, RMF compliance, and asset management teams, and reporting on performance to

Qualifications

Bachelor's degree and 10+ years of related experience; Master’s with 8+ years acceptable
U.S. Citizenship required; active TS clearance with SCI eligibility
Proven ability to lead across multiple sites and manage supervisors/teams
Experience managing enterprise endpoint environments of 10,000+ devices using MECM/SCCM
Experience with RMF/IT governance and ITSM tools (ServiceNow)

Responsibilities

Lead and manage field service supervisors, technicians, endpoint engineers, and printer admins across sites
Own performance against SLAs and KPIs for endpoint and printer management
Oversee desktop engineering: STIG-compliant image management, automated patching, GPO tuning
Plan hardware refreshes and end-of-life programs with asset teams
Serve as Tier III escalation authority for complex incidents and security events
Collaborate with cybersecurity to address RMF artifacts and vulnerability remediation
Provide data-driven modernization recommendations for dashboards and reports