Field Operations Lead – Senior

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee daily field operations at USMEPCOM Headquarters and affiliated MEPS locations, assigning technicians according to site needs, qualifications, workload, and geographic distribution.

• Create and sustain field-support schedules, rosters, escalation procedures, and on-call coverage to facilitate 24/7/365 outage response.

• Manage field responses to outages in networks, systems, applications, telecommunications, power, cabling, and equipment.

• Arrange hourly status updates for SEV 1 and SEV 2 incidents and relay operational updates to relevant stakeholders.

• Track incident timelines and escalate issues related to resource shortages, access challenges, and vendor delays.

• Ensure adherence to troubleshooting, safety, security, change-control, and recovery protocols.

• Collect field evidence for root-cause analysis and incident documentation.

• Plan and oversee installations, refreshes, maintenance, MEPS relocations, site surveys, network-drop requirements, and cable management activities.

• Confirm that field teams update site records, diagrams, equipment details, and tickets post-work.

• Maintain contact lists, field guides, SOPs, checklists, call trees, and dispatch instructions.

• Provide updates on field operations, outage statistics, risks, and corrective actions for program reporting.

• Engage in readiness and after-action reviews.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.

• At least six (6) years of experience in supporting enterprise IT operations, including a minimum of two (2) years in leading technical teams or coordinating outage-response efforts.

• Proven experience in coordinating technician assignments, schedules, incident responses, or field support with network, systems, telecommunications, or infrastructure teams.

• Capability to manage multiple teams and service providers during time-critical events and to generate clear incident documentation and status reports.

• Excellent written and verbal communication skills, particularly during critical incidents.

• An active Secret clearance or higher is mandatory.

• Willingness to travel to USMEPCOM Headquarters and various MEPS locations as operational requirements dictate.

• Availability for on-call duties and incident response outside standard business hours is essential.

🏝️ Benefits

• Affirmative action and equal employment opportunity employer

• Reasonable accommodations for individuals with disabilities

• Remote position

• On-call environment and incident response outside normal business hours