Pentagon Field Ops Team Lead

Field Operations Team Lead – Digital Modernization Group (AFNCR ITS)

Leidos is seeking an experienced, leadership-driven Field Operations Team Lead to support the AFNCR ITS mission at the Pentagon, overseeing service delivery for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions.

• Provide comprehensive management, mentorship, and performance oversight to a team of ~20 IT professionals, fostering a culture of accountability, continuous learning, and excellence in customer service while ensuring program service levels (SLAs) are met.
• Direct and manage teams responsible for executing core IT functions, including desktop support, technology refresh initiatives, mobile device management, and routine device fulfillment for over 9,000 personnel.
• Interface directly with leadership from the 844 CS and broader program teams to ensure operational alignment, provide mission‑critical updates, and orchestrate escalation procedures.
• Guide the team in applying proven troubleshooting techniques to diagnose and restore functionality for desktops, laptops, network services, and printers in a live production environment, acting independently on complex assignments and collaborating with cross‑functional IT professionals as needed.
• Oversee and enforce a rigorous security compliance program for classified assets across the field ops team, including classified asset movement, storage, inventory, destruction, and mandatory team training.
• Manage hardware inventories and forecast requirements to ensure the program has the assets needed to fulfill mission priorities; track and coordinate life cycles for desktops and laptops connected to the network.
• Conduct regular audits of tickets across all field ops queues to ensure complete and accurate documentation in alignment with program standards, identifying performance gaps and developing targeted training programs.
• Spearhead continuous process improvement initiatives and drive the creation of Standard Operating Procedures (SOPs) for tech refresh, routine requirements, and desktop support.
• Coordinate large office stand‑ups, serving as the primary field operations management interface with the customer regarding timelines, resource allocation, asset counts, and final delivery expectations.
• Utilize and manage reporting via remote support tools (e.g., Remote Desktop, BEL Manage) and ITSM platforms (Remedy and Service Now).

• Bachelor’s Degree and 8+ years of relevant experience, with a strong emphasis on leading and managing personnel in enterprise IT environments.
• Demonstrated management experience overseeing multiple teams delivering IT support services, including resource allocation, conflict resolution, and performance management.
• Proven ability to manage programs effectively and deliver accurate, data‑driven reports to executive 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).
• Deep experience supporting U.S. Government and/or DoD customers.
• Strong analytical troubleshooting skills paired with a proactive, strategic leadership mindset.

• Formal leadership or management training/certifications (e.g., ITIL Leader, PMP, or equivalent).
• Military experience, particularly in supporting or briefing senior military leaders.
• Master’s degree in Information Technology, Business Administration, or a related management field.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.