Field Operations Lead (Senior)

DecisionPoint | Cortek•Chicago, IL

11d•Remote

About The Position

DecisionPoint seeks a Field Operations Lead to oversee and coordinate field-support operations for the USMEPCOM ENLIST program. The role manages technician assignments, on-call coverage, outage-recovery support, site-support schedules, and equipment relocations at Military Entrance Processing Station (MEPS) locations. The Lead coordinates with the Outage Response Team, Service Desk, network and systems engineering teams, Government personnel, telecommunications carriers, utilities, vendors, and other service providers. During critical incidents, the Lead organizes field resources, maintains accurate incident timelines, supports hourly SEV 1 and SEV 2 status updates, and helps drive services toward restoration. The role also coordinates field support for network cabling, equipment installation, site surveys, and MEPS location moves. Success requires technical-team leadership, disciplined incident coordination, and clear assignments and stakeholder communications as operational information changes. The position is remote, with Chicago-area candidates preferred. It requires participation in an on-call environment and travel to USMEPCOM Headquarters and geographically dispersed MEPS locations as operational needs require. Applicants acknowledge and consent to having their resume included in an active competitive government contract bid.

Requirements

Active Secret clearance or higher.
Bachelor’s degree in information technology, computer science, or a related field.
Six or more years of experience supporting enterprise information technology operations.
At least two years of experience leading technical teams or coordinating outage-response activities.
Experience coordinating technician assignments, operational schedules, incident response, or field-support activities.
Experience working with enterprise network, systems, telecommunications, or infrastructure support teams.
Ability to coordinate multiple technical teams and service providers during time-sensitive operational events.
Ability to develop clear incident documentation, operational updates, and technical status reports.
Strong written and verbal communication skills, including the ability to communicate effectively during critical incidents.
Ability to participate in an on-call operational environment and support incident response outside normal business hours when required.
Ability to travel to USMEPCOM Headquarters and geographically dispersed MEPS locations when required.

Nice To Haves

ITIL v4 Foundation certification.
Cisco Certified Network Associate certification.
CompTIA Network+ certification.
Experience supporting federal or Department of Defense enterprise IT environments.
Experience coordinating 24/7/365 outage-response or network-operations coverage.
Experience supporting SEV 1 and SEV 2 incident response, escalation, communications, and service restoration.
Experience coordinating geographically dispersed technical teams.
Experience working with a Service Desk, Network Operations Center, or Outage Response Team.
Familiarity with ServiceNow or another IT service-management and ticketing platform.
Experience coordinating telecommunications carriers, utilities, equipment vendors, and external service providers.
Experience supporting site relocations, technology refreshes, equipment installations, or network cutovers.
Knowledge of structured cabling, network racks, patch panels, copper cabling, fiber-optic cabling, and related telecommunications components.
Experience supporting incident reports, root-cause analyses, corrective actions, and after-action reviews.
Familiarity with ITIL incident, problem, change, service-level, and continual-improvement practices.

Responsibilities

Lead and coordinate day-to-day field operations across USMEPCOM Headquarters and supported MEPS locations.
Assign field technicians according to site requirements, technical qualifications, workload, geographic coverage, and operational priorities.
Develop and maintain field-support schedules, technician rosters, escalation paths, and on-call coverage.
Coordinate field resources supporting the program’s continuous 24/7/365 outage-response capability and ensure qualified on-site resources can be mobilized according to contractual requirements.
Coordinate field response to network, system, application, telecommunications, power, cabling, and equipment outages.
Assess field-support requests and assign appropriate personnel, equipment, vendors, or service providers.
Support immediate incident response after notification of an outage or significant performance degradation.
Coordinate corrective actions among the Service Desk, Outage Response Team, engineering teams, site personnel, telecommunications carriers, utilities, subcontractors, and vendors.
Organize and support hourly status updates for active SEV 1 and SEV 2 incidents.
Maintain incident timelines documenting notifications, dispatches, troubleshooting, decisions, communications, workarounds, recovery actions, and restoration.
Provide operational updates to the Outage Response Team Lead, Service Desk leadership, program management, and Government stakeholders.
Escalate unresolved incidents, resource shortages, access problems, vendor delays, and other barriers affecting service restoration.
Coordinate approved temporary workarounds and contingency measures when full restoration is not immediately possible.
Verify that field technicians follow approved troubleshooting, safety, security, change-control, and recovery procedures.
Gather field observations, equipment information, technician notes, photographs, logs, test results, and other evidence to support root-cause analysis.
Contribute field-operations information to incident reports, including timelines, corrective measures, root causes, and preventive recommendations.
Support maintenance and quarterly review of outage-response procedures and the program’s Incident Response Plan.
Identify gaps in field readiness, technician coverage, tools, spare equipment, contact information, access procedures, and recovery documentation.
Coordinate planned and emergency installations, equipment refreshes, maintenance activities, and component replacements.
Plan field support for MEPS relocations, including movement and reinstallation of network equipment and related supplies.
Coordinate site surveys, network-drop requirements, equipment inventories, installation estimates, access requirements, and implementation schedules.
Support cable-management activities involving network racks, patch panels, copper and fiber cabling, and related telecommunications components.
Ensure field teams update site records, physical diagrams, equipment information, trouble tickets, and technical documentation after work is completed.
Track field assignments, technician arrival and departure times, work status, open dependencies, and completion evidence.
Maintain contact lists and escalation information for Government stakeholders, site personnel, vendors, carriers, utilities, and other third parties.
Develop and maintain field guides, standard operating procedures, checklists, call trees, dispatch instructions, and recovery documentation.
Monitor recurring field issues and recommend improvements to technician coverage, recovery procedures, site readiness, documentation, and preventive maintenance.
Provide field-operations status, accomplishments, outage statistics, risks, issues, and corrective actions for program reporting.
Participate in operational readiness reviews, after-action reviews, planning meetings, and continual service-improvement activities.
Perform other field-operations and outage-response duties necessary to support USMEPCOM mission requirements.