Field Operations Team Lead

Leidos•Washington, DC

6d•Onsite

About The Position

Leidos is seeking an experienced Field Operations Team Lead to join their Digital Modernization Group in support of the AFNCR ITS mission at Joint Base Anacostia-Bolling (JBAB). This position supports high-visibility national defense operations and key stakeholders, including Air Force District of Washington (AFDW) and Headquarters Air Force (HAF). The role involves supporting IT operations, maintenance, planning, and engineering across a dynamic and fast-paced mission-critical environment covering the Pentagon, Joint Base Andrews, JBAB, and alternate locations within a 300-mile radius of the National Capital Region (NCR). The Field Operations Team Lead will oversee teams responsible for executing core IT functions, including desktop support, technology refresh initiatives, mobile device management, and routine device fulfillment for a user base exceeding 3,000 personnel. This role requires guiding a team of eight IT professionals, fostering a culture of excellence in customer service, and ensuring program service levels are met. The position also involves applying troubleshooting techniques for desktops, laptops, network services, and printers, utilizing remote support tools, and managing incidents/service requests via Remedy and ServiceNow. Escalation of unresolved issues to the Operations Manager and Site Lead is expected. The role requires independent work on complex assignments and collaboration with other IT professionals. A significant responsibility includes managing a rigorous security process for classified assets, including movement, storage, inventory, destruction, and team training. The ability to communicate inventory levels and required assets for ticket fulfillment is crucial for program-level prioritization. The role also involves tracking and coordinating desktop and laptop timelines for network connection, auditing tickets for completeness, and performing team training. Driving the creation of standard operating procedures for tech refresh, routine requirements, and desktop support, as well as interfacing with broader program teams for support and escalation, are key duties. The Field Operations Team Lead will also coordinate large office standups as the primary field operations interface with the customer regarding timelines, deliveries, asset counts, and installation expectations.

Requirements

Bachelor’s Degree and 8+ years of relevant experience in leading teams in IT environments.
Demonstrated experience overseeing multiple teams delivering IT support services.
Proven ability to manage programs effectively and deliver accurate, timely reports to leadership, supporting informed decision-making and mission success.
Must hold a current DoD 8140 certification (e.g., Security+ CE or higher).
Active DoD Secret security clearance (or higher).
Experience supporting U.S. Government and/or DoD customers
Strong troubleshooting skills and a proactive, self-starting mindset

Nice To Haves

Military experience, particularly in supporting senior military leaders.
Master’s degree in IT or a related field.

Responsibilities

Oversee teams responsible for executing core IT functions, including desktop support, technology refresh initiatives, mobile device management, and routine device fulfillment.
Guide a team of eight IT professionals, fostering a culture of excellence in customer service while ensuring program service levels are met.
Apply proven troubleshooting techniques to diagnose and restore functionality for desktops, laptops, network services, and printers in a live production environment.
Be familiar with remote support tools such as Remote Desktop and BEL Manage.
Submit incidents and service requests using Remedy and ServiceNow.
Escalate unresolved issues to the Operations Manager and Site Lead for further resolution.
Act independently on complex assignments and collaborate with other IT professionals as needed.
Manage a rigorous security process for classified assets across the field ops team including classified asset movement, storage, inventory, destruction and team training.
Communicate inventory levels and assets that are required to fill tickets for program level prioritization of assets.
Track and coordinate desktops and laptops timelines for connection to the network.
Audit tickets for all field ops queues for completion of ticket notes in alignment with program requirements and perform training for the team for shortcomings.
Drive the creation of standard operating procedures for tech refresh, routine requirements, and desktop support.
Interface with broader program teams for support and escalation as needed.
Coordinate large office standups as a primary field operations interface with the customer on timelines, deliveries, assets counts, and install expectations.