Description
Description
SAIC is a trusted leader in delivering advanced command and control capabilities across the Department of the Air Force, bringing deep expertise in how cutting edge technologies are engineered, secured, and delivered to the fight. At the center of this mission, the Common Mission Control Center (CMCC) unifies data, sensors, mission applications, cloud based services, and emerging AI enabled automation to give warfighters a decisive edge—turning complex, multidomain information into fast, clear, and actionable decisions in the moments that matter most. The CMCC System Facilitator contract positions SAIC to accelerate how new capabilities are integrated, tested, secured, and transitioned into operational use, working side by side with operators, engineers, Capability Providers, and government teams to ensure every delivery strengthens mission readiness. 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.
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.
Job Duties include:
- 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.
Qualifications
Required Qualifications & Experience:
14+ years of experience in systems engineering, site support, operations, or technical user support (12+ with Master's, 9+ with PhD).
3–5 years of experience leading technical support, Help Desk, or on-site operations teams.
Experience developing and delivering technical or operator-focused training.
Proficiency using Jira, Jira Service Management, Confluence, or similar support/documentation tools.
Strong understanding of systems integration, technical workflows, and mission operations.
Demonstrated ability to work autonomously while coordinating across diverse technical teams.
Strong written and verbal communication skills suitable for operator training and documentation.
Ability to obtain and maintain required DoD 8140/8570 certifications (if needed for system access).
Desired qualifications and experience:
- Experience supporting CMCC, C2, CBC2, AOC Falconer, JFN, DI, or similar DAF C3BM programs.
- Familiarity with the CMCC System Integration Process (SIP), training workflows, and Help Desk operations.
- Understanding of CI/CD, DevSecOps, or DSOP processes affecting operator workflows.
- Experience working in multi-classification or SAP/SAR operational environments.
- Ability to translate operator feedback into actionable improvements for engineering, training, or support processes.
Desired Skills and Certifications:
- ITIL, HDI, Security+, or other relevant support/operations certifications.
- Experience with MBSE tools or digital engineering workflows.
- Experience developing structured training materials and user documentation.
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