SAD Division Manager

ASM Research • Remote,

11h • Remote

About The Position

The Field Office Support Lead manages field IT support operations to ensure end-user devices, connectivity, and local infrastructure at distributed offices remain reliable, secure, and compliant. The role plans and coordinates technician dispatches, wellness checks, and on-site troubleshooting for hardware, software, and network issues while serving as the primary escalation point for complex incidents. This leader aligns field practices with enterprise service-management and security standards and tracks service quality and workload metrics to drive continuous improvement in customer experience.

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field, or equivalent relevant work experience.
• Minimum of 8 years of experience in incident management, user support, or closely related IT roles, including experience leading field, desktop, or technical-support teams.
• Strong understanding of ITIL principles, incident management best practices, and use of incident-management tools to manage tickets and track performance.
• Demonstrated experience managing multiple incidents and field activities simultaneously across distributed locations while maintaining service quality.
• Excellent problem-solving, analytical, communication, and interpersonal skills, with the ability to work effectively with technicians, service-desk staff, engineers, and business stakeholders.
• Ability to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position.

Nice To Haves

• Experience aligning field-support operations with ITIL-based incident and request-management processes and implementing process improvements in a service-management framework.
• Relevant certifications such as ITIL Foundation or desktop-support/endpoint certifications from major vendors.
• Prior experience supporting federal or other highly regulated environments with distributed field offices.
• Experience developing training materials and delivering coaching or workshops for field technicians and support staff.

Responsibilities

• Coordinate field-support schedules, dispatches, and wellness campaigns across multiple locations, ensuring appropriate staffing and timely coverage of office needs.
• Oversee hands-on troubleshooting and resolution for endpoints, peripherals, networking, and collaboration tools at field sites, including coordination with remote support when appropriate.
• Serve as the primary escalation point for complex issues, working across field technicians, service desk, and engineering teams to resolve incidents and prevent recurrences.
• Monitor field-support metrics such as response times, ticket volumes, first-contact resolution, and repeat incidents, using data to refine processes and workload distribution.
• Ensure field activities adhere to incident-management and request-management best practices, including use of standard tools, documentation, and communication protocols.
• Organize, train, and lead a team of Field Office Technicians, providing coaching on technical troubleshooting, customer service, and adherence to enterprise policies and procedures.
• Maintain relationships with enterprise IT and security teams to ensure local practices reflect current standards for configuration, patching, and device wellness.
• Contribute to process and tool improvements for field support, including development of checklists, runbooks, and knowledge articles to standardize service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level