Position Overview
The Lead Systems Administration role is critical in managing IT support operations to ensure that end user devices, connectivity, and local infrastructure in various offices are reliable, secure, and compliant. This position plans and coordinates technician dispatches, wellness checks, and on-site troubleshooting for hardware, software, and network issues, serving as the primary escalation point for complex incidents. The Lead will also align field practices with enterprise service management and security standards, while tracking service quality and workload metrics to drive continuous improvement in customer experience.
Key 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, coordinating with remote support as needed.
- Act as the primary escalation point for complex issues, collaborating with field technicians, service desk, and engineering teams to resolve incidents and prevent recurrences.
- Monitor field support metrics, including response times, ticket volumes, first contact resolution, and repeat incidents, using this data to refine processes and workload distribution.
- Ensure field activities adhere to incident management and request management best practices, including the 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 align local practices with current standards for configuration, patching, and device wellness.
- Contribute to process and tool improvements for field support, including the development of checklists, runbooks, and knowledge articles to standardize service delivery.
Required Qualifications
- 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 leading field, desktop, or technical support teams.
- Strong understanding of ITIL principles, incident management best practices, and utilization of incident management tools.
- Demonstrated experience with managing multiple incidents and field activities across distributed locations while maintaining service quality.
- Excellent problem-solving, analytical, communication, and interpersonal skills 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.
Preferred Qualifications
- Experience aligning field support operations with ITIL-based incident and request management processes.
- Relevant certifications such as ITIL Foundation or desktop support/endpoint certifications from major vendors.
- Prior experience supporting federal or highly regulated environments with distributed field offices.
- Experience in developing training materials and delivering coaching or workshops for field technicians and support staff.
Compensation Ranges
Compensation ranges for positions vary depending on multiple factors, including but not limited to location, skillset, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. Expect a compensation range of $79,400 - 79,931.
EEO Requirements
ASM is committed to providing equal employment opportunities without regard to race, color, religion, sex, disability, age, sexual orientation, or national origin. We affirm our commitment to these fundamental policies.
Physical Requirements
The physical requirements typical for this role include performing light office duties and may require lifting up to 50 pounds, with some travel involved. Reasonable accommodations may be made for individuals with qualifying disabilities to perform essential functions.