Field Operations Lead (Senior)

• Lead day-to-day field operations across USMEPCOM Headquarters and supported MEPS locations, assigning technicians based on site requirements, qualifications, workload, and geographic coverage.
• Develop and maintain field-support schedules, rosters, escalation paths, and on-call coverage supporting the program’s 24/7/365 outage-response capability.
• Coordinate field response to network, system, application, telecommunications, power, cabling, and equipment outages, dispatching personnel, vendors, or service providers.
• Organize hourly status updates for SEV 1 and SEV 2 incidents and provide clear operational updates to the ORT Lead, Service Desk leadership, program management, and Government stakeholders.
• Maintain incident timelines documenting notifications, dispatches, troubleshooting, decisions, workarounds, and restoration; escalate resource shortages, access problems, and vendor delays.
• Verify that technicians follow approved troubleshooting, safety, security, change-control, and recovery procedures, and coordinate approved workarounds.
• Gather field evidence for root-cause analysis and incident reports, and support quarterly review of outage-response procedures and the Incident Response Plan.
• Plan and coordinate installations, refreshes, maintenance, MEPS relocations, site surveys, network-drop requirements, and cable-management activities.
• Ensure field teams update site records, diagrams, equipment information, and tickets after work, and track assignments, arrival and departure times, and completion evidence.
• Maintain contact lists, field guides, SOPs, checklists, call trees, and dispatch instructions; identify readiness gaps in coverage, tools, spares, and access.
• Provide field-operations status, outage statistics, risks, and corrective actions for program reporting, and participate in readiness and after-action reviews.

Required:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Six (6) or more years of experience supporting enterprise IT operations, including at least two (2) years leading technical teams or coordinating outage-response activities.
• Experience coordinating technician assignments, schedules, incident response, or field support with network, systems, telecommunications, or infrastructure teams.
• Ability to coordinate multiple teams and service providers during time-sensitive events and to produce clear incident documentation and status reports.
• Strong written and verbal communication skills, including during critical incidents.

Preferred:

• Experience supporting federal or DoD enterprise IT environments and coordinating 24/7/365 outage-response or NOC coverage.
• Experience supporting SEV 1 and SEV 2 incident response, escalation, and communications with a Service Desk or Outage Response Team.
• Experience coordinating geographically dispersed teams, carriers, utilities, and vendors.
• Experience supporting site relocations, refreshes, installations, or network cutovers, and knowledge of structured cabling and telecommunications components.
• Familiarity with ServiceNow and ITIL incident, problem, change, and continual-improvement practices.

• Required: None.
• Preferred: ITIL 4 Foundation, Cisco Certified Network Associate (CCNA), or CompTIA Network+.

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.
• Travel to USMEPCOM Headquarters and geographically dispersed MEPS locations is required as operational needs dictate.
• Participation in an on-call environment and incident response outside normal business hours is required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027