Senior Field Service Lead - Enterprise Endpoints & IT Ops (DoD)

NCI; Fort Meade (MD); Sur place; USD 134 000 - 207 000; Plein temps

Résumé du poste

Empower AI, headquartered near Reston, VA, seeks a Field Service Manager to lead end-user computing operations for a DoD-focused program with 13,000 users across multiple locations and enclaves. You will oversee Tier II desk-side support, endpoint engineering, and printer management, while coordinating with security, asset, and service teams.

The role requires TS clearance eligibility, DoD 8570/8140 IAT II, and extensive experience in MECM/SCCM, RMF compliance, and enterprise ITSM.

Qualifications

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a DoD 8570/8140 IAT Level II baseline certification (e.g., Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security).
• Demonstrated ability to work independently and manage multi-site teams.

Responsabilités

• Lead desktop support supervisors, field service technicians, endpoint engineers, and printer admins across sites with staffing, onboarding, and on-call coverage.
• Oversee Tier II support, endpoint infra management, and printer management against SLAs and KPIs.
• Direct desktop engineering: image management, patch deployment, GPOs, and Digital Twin testing.
• Plan hardware refresh and end-of-life programs with asset and lifecycle teams.
• Serve as Tier III escalation authority for complex endpoint incidents and security events.
• Partner with RMF and cybersecurity to provide remediation artifacts and compliance evidence.

Connaissances

Leadership

End-user computing

RMF compliance

Vulnerability remediation

DoD/IC environments

Communication

Formation

Bachelor's degree

10 years related experience

Outils

MECM/SCCM

eMASS

ACAS/Nessus

STIG/SCAP tools

ServiceNow

Power BI

Description du poste

Empower AI, headquartered near Reston, VA, seeks a Field Service Manager to lead end-user computing operations for a DoD-focused program with 13,000 users across multiple locations and enclaves. You will oversee Tier II desk-side support, endpoint engineering, and printer management, while coordinating with security, asset, and service teams.

The role requires TS clearance eligibility, DoD 8570/8140 IAT II, and extensive experience in MECM/SCCM, RMF compliance, and enterprise ITSM.