Site Support and Training Lead - FSR

SAIC•Beale AFB, CA

5d•Onsite

About The Position

SAIC is seeking an experienced Field Service Representative (FSR) Lead to manage CMCC site support and training operations, ensuring operators, distributed nodes, and stakeholders receive accurate, mission-ready training and Help Desk support. This role is central to the Common Mission Control Center (CMCC) initiative, which aims to unify data, sensors, mission applications, cloud-based services, and AI-enabled automation to provide warfighters with a decisive edge. The CMCC System Facilitator contract positions SAIC to accelerate the integration, testing, securing, and operational transition of new capabilities, working collaboratively with operators, engineers, Capability Providers, and government teams to enhance mission readiness. This position offers a direct opportunity to influence how the Air Force operates across all domains, making a significant impact on warfighter effectiveness.

Requirements

Experience as a Field Service Representative (FSR) Lead.
Experience managing CMCC site support and training operations.
Experience developing and delivering training, orientations, and instructional sessions.
Experience maintaining training materials, guides, and workflow documentation.
Experience providing onsite operator support and resolving system usability issues.
Experience overseeing Tier 0/1 Help Desk functions (triage, escalation, troubleshooting, SLA monitoring).
Experience leading and mentoring Help Desk and site support personnel.
Experience with user account provisioning, access changes, and deactivation.
Experience coordinating with engineering, cyber, and Capability Providers.
Experience collecting operator feedback and implementing improvements.
Experience supporting readiness for exercises, capability releases, demonstrations, and operational events.
Knowledge of CMCC governance, configuration management, and SIP processes.

Responsibilities

Lead development and delivery of CMCC user training, orientations, and SIP aligned instructional sessions.
Maintain current training materials, guides, workflow documentation, and release specific updates in Confluence.
Provide onsite operator support, resolving system usability issues and ensuring daily operational continuity.
Oversee Tier 0/1 Help Desk functions, including triage, escalation, troubleshooting, and SLA monitoring.
Lead and mentor Help Desk and site support personnel, providing day-to-day guidance and performance input.
Oversee user account provisioning, access changes, and deactivation in accordance with CMCC processes.
Coordinate with engineering, cyber, and Capability Providers to ensure training and support reflect system updates.
Collect operator feedback and translate it into actionable training and process improvements.
Support readiness for exercises, capability releases, demonstrations, and operational events.
Ensure all support and training actions align with CMCC governance, configuration management, and SIP processes.