The posting
Computer World Services, Corp. (CWS) seeks a Field Operations Lead to oversee and coordinate field-support operations for the USMEPCOM ENLIST program, managing technician assignments, on-call coverage, outage-recovery support, site-support schedules, and equipment relocations at Military Entrance Processing Station (MEPS) locations.
The Field Operations Lead coordinates closely with the Outage Response Team (ORT), Service Desk, engineering teams, Government personnel, carriers, utilities, and vendors. During critical incidents, the Lead organizes field resources, maintains incident timelines, supports hourly Severity (SEV) 1 and SEV 2 status updates, and drives services toward restoration, while also coordinating cabling, installations, site surveys, and MEPS moves.
Key Tasks & Responsibilities
- 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.
Education & Experience
- 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.
- 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.
Certifications
- Required: None.
- Preferred: ITIL 4 Foundation, Cisco Certified Network Associate (CCNA), or CompTIA Network+.
Security Clearance
- Active Secret clearance or higher is required.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- 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.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
