[Hiring] Field Operations Lead @DecisionPoint | Cortek

Role Description

DecisionPoint seeks a Field Operations Lead to oversee and coordinate field-support operations for the USMEPCOM ENLIST program. This position manages 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 various teams and 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.

This position is remote, with Chicago-area candidates preferred. The role requires participation in an on-call environment and travel to USMEPCOM Headquarters and geographically dispersed MEPS locations as operational needs require.

By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• Lead and coordinate day-to-day field operations across USMEPCOM Headquarters and supported MEPS locations.
• Assign field technicians based on 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.
• Ensure qualified on-site resources can be mobilized in accordance with contractual outage-response requirements.
• Coordinate the field response to network, system, application, telecommunications, power, cabling, and equipment outages.
• Receive and assess field-support requests and assign the appropriate personnel, equipment, vendors, or service providers.
• Support immediate incident response upon notification of an outage or significant performance degradation.
• Coordinate corrective actions among various teams and service providers.
• Organize and support hourly status updates for active SEV 1 and SEV 2 incidents.
• Maintain accurate incident timelines that document notifications, technician dispatches, troubleshooting activities, decisions, communications, workarounds, recovery actions, and final restoration.
• Provide clear operational updates to stakeholders.
• Escalate unresolved incidents, resource shortages, access problems, vendor delays, and other barriers that may affect service restoration.
• Coordinate the implementation of approved temporary workarounds and contingency measures.
• Verify that field technicians follow approved procedures.
• Support root-cause analysis by gathering necessary evidence.
• Contribute field-operations information to written incident reports.
• Support the 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.
• Coordinate site surveys, network-drop requirements, equipment inventories, installation estimates, access requirements, and implementation schedules.
• Support cable-management activities involving telecommunications components.
• Ensure field teams update site records and technical documentation after completing work.
• Track field assignments, technician arrival and departure times, work status, open dependencies, and completion evidence.
• Maintain current contact lists and escalation information for stakeholders.
• Develop and maintain field guides, standard operating procedures, checklists, call trees, dispatch instructions, and recovery documentation.
• Monitor recurring field issues and recommend improvements.
• 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.

Qualifications

• 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.
• Ability to participate in an on-call operational environment.
• Ability to travel to USMEPCOM Headquarters and geographically dispersed MEPS locations when required.

Preferred Qualifications

• 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.
• 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 and related telecommunications components.
• Experience supporting incident reports and root-cause analyses.
• Familiarity with ITIL practices.

Skills and Competencies

• Technical-team leadership and personnel coordination.
• Critical incident and outage-response coordination.
• Technician scheduling, dispatch, and workload management.
• Calm and effective decision-making during high-severity incidents.
• Strong stakeholder and service-provider coordination skills.
• Clear, timely, and audience-appropriate status communication.
• Accurate incident documentation and timeline management.
• Ability to balance planned field activities with urgent operational requirements.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to operate effectively across remote and geographically dispersed teams.
• High attention to detail and consistent follow-through.
• Commitment to mission readiness, service restoration, and continual improvement.

Our Equal Employment Opportunity Policy

DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable laws, directives, and regulations.

In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or discriminate against employees or applicants based on inquiries about pay.

By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume and personal information with its subsidiaries and affiliates for the purpose of considering you for this position and other available positions.