Field Support Lead

Description

The Field Support Lead will manage on-site, in-person IT support teams to provide "white-glove" interactive customer service in support of a government agency proposal. The role involves leading a team of technicians supporting mission-critical devices, standard workstations, and VIP users, ensuring that technical issues do not hinder client operations.

Key Responsibilities

• Manage on-site technical teams providing Tier 2/3 support in a high-pressure, in-person environment.
• Personally coordinate and provide timely problem resolution for designated VIPs, including "as needed" after-hours support.
• Efficiently juggle multiple simultaneous technical tasks and long-term projects without a drop in service quality.
• Ensure seamless support whether delivered in-person or indirectly via remote management software for teleworkers.
• Manage shift coverage to ensure on-site presence during core hours (7:30 AM – 6:00 PM ET for MD locations / 7:00 AM – 5:00 PM MT for Montana).

Required Qualifications

• Documented experience managing on-site, in-person end-user IT support teams.
• Advanced troubleshooting skills across a diverse environment including: OS: Recent versions of Microsoft Windows, Apple macOS, Linux, and Apple iOS; Cloud/Apps: Microsoft 365, Edge, and Chrome browsers; Infrastructure: Wi-Fi, VPN connections, TCP/IP, and Virtual Desktops (VDI).
• A track record of "interactive customer service"—the ability to communicate technical solutions clearly and kindly to non-technical scientific staff.

Work Environment & Location

This is primarily an on-site position. The Lead must be prepared to support and visit various locations, including Rockville, Maryland, with occasional support for locations outside the coast. Benefits include medical, dental, and vision coverage, a 401(k) matching plan, and PTO.