Field Operations Team Lead

Leads field IT operations supporting mission-critical Air Force and national defense users across multiple locations. Oversees a team providing desktop support, technology refresh, device management and fulfillment, while managing classified assets, ticket quality, service levels, inventory, customer coordination and operational procedures.

Responsibilities

• Lead and guide a team of eight IT professionals delivering field support and meeting program service levels.
• Oversee desktop support, technology refresh, mobile device management and routine device fulfillment for more than 3,000 users.
• Troubleshoot and restore desktop, laptop, network service and printer functionality; escalate unresolved issues.
• Manage classified asset movement, storage, inventory, destruction and team training.
• Coordinate asset inventory and device network connection timelines to support ticket prioritization.
• Audit service tickets, train staff on documentation standards, develop operating procedures and coordinate customer office standups.

Required Skills

• Desktop support
• IT operations and maintenance
• Technology refresh
• Mobile device management
• Hardware fulfillment
• Desktop and laptop troubleshooting
• Network services troubleshooting
• Printer troubleshooting
• Remote Desktop
• BEL Manage
• Remedy
• Service
• Now
• Classified asset inventory management
• Ticket auditing and incident management
• Standard operating procedure development