Site Support and Training Lead

SAIC•Beale AFB, CA

2d•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 effort offers the chance to directly shape how the Air Force sees, decides, and acts across all domains—making a tangible and immediate impact on warfighter effectiveness.

Requirements

Experience as a Field Service Representative (FSR) Lead
Experience managing CMCC site support and training operations
Experience ensuring operators, distributed nodes, and stakeholders receive accurate, mission-ready training and Help Desk support
Experience developing and delivering CMCC user training, orientations, and SIP aligned instructional sessions
Experience maintaining training materials, guides, workflow documentation, and updating Confluence
Experience providing onsite operator support, resolving system usability issues, and ensuring daily operational continuity
Experience overseeing Tier 0/1 Help Desk functions, including triage, escalation, troubleshooting, and SLA monitoring
Experience leading and mentoring Help Desk and site support personnel
Experience overseeing user account provisioning, access changes, and deactivation
Experience coordinating with engineering, cyber, and Capability Providers
Experience collecting operator feedback and translating it into actionable training and process improvements
Experience supporting readiness for exercises, capability releases, demonstrations, and operational events
Experience ensuring support and training actions align with 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.