FIELD SERVICE LEAD – SLIPPERY ROCK, PA
About The Position
Empower AI is seeking a Field Service Lead for its Pittsburgh Field Office / National Training Center (NTC) to lead daily Tier II desk-side, field, printer, and training center support operations for an enterprise IT Customer Support Services program serving approximately 13,000 users at headquarters, regional, field, and training locations. The role directly manages desktop and field service technicians, owns Tier II performance against SLAs and AQLs, coordinates dispatch and on-site coverage, and ensures resolutions are secure, documented, and confirmed by customers. This is a hands-on leadership position reporting to the Field Service Manager and partnering with the Service Desk, endpoint engineering, communications, and asset management teams. It is a salaried, FLSA-exempt role requiring independent analysis, discretion, and judgment on matters significant to the program and its customers. The position is onsite in Slippery Rock, Pennsylvania, with up to 10% travel.
Requirements
- Bachelor's degree and at least 7 years of related experience; alternatively, a master's degree with 3 years of related experience or 4 additional years of related experience in lieu of a degree.
- U.S. citizenship.
- Active Top Secret clearance, favorably adjudicated T5/T5R, at the start of employment; this is a Privileged User position.
- Ability and willingness to obtain TS/SCI eligibility after starting, if required by mission needs.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
- Current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP; certification must be maintained.
- Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision.
- At least 5 years of desktop, field, or Tier II end-user support experience, including at least 3 years supervising or leading a technician team across multiple locations.
- Experience managing SLAs, AQLs, and KPIs for escalated ticket resolution, customer satisfaction, and asset accuracy.
- Expert knowledge of an enterprise ITSM platform such as ServiceNow, including dispatch, assignment groups, reporting, and dashboards.
- Strong technical knowledge of Windows endpoints, imaging and endpoint management tools such as MECM/SCCM and Intune, printers/MFDs, Active Directory, Group Policy, and network connectivity sufficient to guide technicians and vet resolutions.
- Experience running quality assurance programs, coaching technicians, and managing performance and attendance.
- Experience planning and executing hardware refresh or deployment projects.
- Excellent written, verbal, and interpersonal communication skills.
Nice To Haves
- HDI Desktop Support Manager, ITIL 4 Foundation or Practitioner, or CompTIA Security+ CE certification.
- Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves.
- Experience supervising geographically dispersed field technicians and coordinating pre-approved travel.
- Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
- Experience with enterprise printer fleet management software and vendor/DLA service coordination.
- Experience with Power BI or similar dashboard tools for performance reporting.
Responsibilities
- Supervise desktop support and field service technicians across multiple sites, including scheduling, on-site coverage, dispatch, on-call rotations, attendance, performance management, coaching, and professional development.
- Manage Tier II operational performance by monitoring escalated ticket queues, ticket aging, and PL1-PL4 resolution SLAs and AQLs; rebalance workloads and take corrective action to protect service levels and customer experience.
- Enforce customer-confirmed ticket closure and documentation standards through ticket audits and quality reviews, and reduce reopened tickets and repeat incidents.
- Coordinate on-site support for PL1/PL2 critical incidents, executive and VIP needs, training center and classroom readiness, and printer and multifunction device service, including vendor escalation and pre-approved travel.
- Plan and oversee hardware refresh and workstation deployment activities with endpoint engineering and asset management, ensuring STIG-compliant images, encryption, asset tagging, and inventory accuracy.
- Analyze escalation trends and recurring problems; lead team contributions to Proactive Problem Management, After-Action Reviews, and Root Cause Analyses; and prioritize knowledge articles and Tier I enablement recommendations.
- Prepare Tier II, printer, and training center performance data and narrative inputs for the Customer Support Metrics Dashboard, Monthly Customer Support Activity Report, and Quarterly XLA Performance Report.
- Maintain desktop support standard operating procedures, onboarding and training programs, and safety and equipment-handling practices.
- Support technician recruiting, interviewing, and clearance onboarding.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
