Field Office Support Lead

ASM Research

15h

About The Position

The Field Office Support Lead (End User Service Lead - Field Support Manager) provides senior-level end-user technical support and leadership for CASTLE-NET program field offices. This role supervises field support operations, ensures high-quality service delivery, manages field technician teams, and serves as the primary escalation point for complex field support issues while maintaining alignment with headquarters IT operations.

Requirements

• Bachelor's degree in IT or related field preferred
• 6+ years of experience in field support, end-user services, or help desk
• Minimum 2 years of supervisory or team leadership experience
• Strong technical knowledge of end-user systems and support tools
• Excellent problem-solving and customer service skills
• Strong leadership and team management capabilities
• Ability to communicate technical concepts to non-technical users
• Demonstrated ability to manage multiple support priorities
• End-User Technical Support & Troubleshooting
• Field Operations Management & Supervision
• Team Leadership & Performance Management
• Service Quality & Metrics Analysis
• User Training & Knowledge Management

Nice To Haves

• CompTIA A+ and Security+ certifications
• Microsoft Certified: Modern Desktop Administrator
• ITIL Foundation certification
• USACE IT environment familiarity
• Help desk management system expertise (ServiceNow, etc.)

Responsibilities

• Provide senior-level end-user technical support to field offices
• Supervise and manage field support operations and technician teams
• Ensure compliance with USACE IT policies and security standards
• Conduct field support quality assurance and performance reviews
• Train and mentor field support personnel
• Escalate and resolve complex technical issues
• Generate field support metrics and performance reports
• Coordinate with headquarters IT for major support initiatives

What This Job Offers

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