Senior Field Ops Lead — Remote 24/7 Outage Response

Computer World Services Corp.; North Chicago (IL); Remote; USD 110,000 - 140,000; Full time

Job summary

Computer World Services, Corp. seeks a Field Operations Lead to oversee field-support operations for the USMEPCOM ENLIST program, managing technician assignments, on-call coverage, outage-recovery, and MEPS site support.

The Lead coordinates with ORT, Service Desk, engineering teams, government personnel, carriers, utilities, and vendors. During incidents, the Lead organizes field resources, maintains timelines, and drives restoration while coordinating cabling and site surveys.

Qualifications

• Bachelor's degree in IT, CS, or related field with 6+ years of enterprise IT operations experience.
• Minimum 2 years leading technical teams or coordinating outage-response activities.
• Experience coordinating technician assignments, schedules, and incident response with network, systems, or infrastructure teams.
• Ability to coordinate multiple teams during time-sensitive events and produce incident documentation.

Responsibilities

• Lead day-to-day field operations across MEPS locations and HQ, assigning technicians based on site needs and qualifications.
• Develop and maintain field-support schedules, rosters, escalation paths, and 24/7 on-call coverage.
• Coordinate field response to outages across network, systems, telecom, power, and equipment; dispatch vendors as needed.
• Organize hourly SEV 1/SEV 2 status updates and provide operational updates to leadership and stakeholders.
• Maintain incident timelines, document decisions, workarounds, and restoration; escalate shortages or delays.
• Ensure technicians follow approved procedures and coordinate approved workarounds.
• Gather field evidence for root-cause analysis and support outage-response procedures reviews.
• Plan installations, relocations, maintenance, site surveys, and cabling/telecom activities.
• Update site records, diagrams, and tickets; track assignments and completion evidence.
• Maintain contact lists, SOPs, checklists, and dispatch instructions; identify readiness gaps.
• Provide status, outage statistics, risks, and corrective actions for reporting; participate in after-action reviews.

Skills

Field operations

Outage coordination

Incident management

Team leadership

ServiceNow

ITIL

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Job description

Computer World Services, Corp. seeks a Field Operations Lead to oversee field-support operations for the USMEPCOM ENLIST program, managing technician assignments, on-call coverage, outage-recovery, and MEPS site support.

The Lead coordinates with ORT, Service Desk, engineering teams, government personnel, carriers, utilities, and vendors. During incidents, the Lead organizes field resources, maintains timelines, and drives restoration while coordinating cabling and site surveys.