Onsite Field Service Lead - DoD IT Ops

Empower AI

Fort Meade (MD)

On-site

USD 83,000 - 128,000

Full time

4 days ago

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Job summary

Empower AI is seeking a Field Service Lead to direct Tier II desktop and field service teams at a DoW enterprise IT program supporting ~13,000 users. You will manage dispatch, coverage, and performance against SLAs, ensuring secure, documented resolutions.

This onsite role at Fort Meade requires coordinating with Service Desk, engineering, and asset teams while maintaining high service integrity. The ideal candidate has deep ITSM experience (ServiceNow), Windows endpoint management (MECM/SCCM,

Qualifications

Bachelor's degree with 3+ years in desktop/field support; 7+ years total experience preferred.
U.S. Citizenship and ability to obtain TS/SCI as needed.
Experience leading technicians across multiple sites and managing SLAs/AQLs.

Responsibilities

Supervise desktop and field service teams across sites, handle dispatch and on-site coverage.
Own Tier II performance against SLAs; rebalance workload to protect service levels.
Enforce ticket closure standards; reduce reopen rates and repeat incidents.
Coordinate on-site support for critical incidents and vendor travel as needed.
Plan hardware refresh and deployment with STIG-encrypted images and asset tagging.
Analyze escalations, contribute to problem management, and produce knowledge articles.
Prepare performance data for dashboards and monthly/quarterly reports.
Maintain SOPs, onboarding, training, and safety practices; assist recruiting.