Field Support Representative, Lead

The Opportunity
Highly skilled IT specialist responsible for leading a team of Field Support Representatives (FSRs) maintaining, troubleshooting, and supporting TACLAN hardware and software in Special Operations environments.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Collaborate with program leads, engineers, and integrators
• Highly skilled IT specialist responsible for maintaining, troubleshooting, and supporting TACLAN hardware and software in Special Operations environments.
• Duties include system operations, maintenance, training, warranty facilitation, and tactical systems engineering expertise for USSOCOM TACLAN systems.
• Manage all aspects of tactical mission support, apply systems engineering principles, and ensure hardware and software meet operational requirements.
• Manage user interfaces, administering servers, implementing access controls, supporting imaging and configuration, and ensuring interoperability between systems and programs.
• Coordinate with tiered support teams, maintain spare parts, and are required to align their work hours with the needs of the supported sites.
• Provide comprehensive training to SOF units, including formal and informal instruction, development of training materials, and travel to satellite locations for training delivery.
• Support enhancements and upgrades, monitoring operational tests, evaluating results, implementing software applications, and ensuring system compatibility and functionality.

Supervisory Responsibilities

• Provide day-to-day leadership and oversight for assigned Field Support Representatives and support personnel.
• Coordinate and prioritize team activities to ensure timely and effective support of customer requirements.
• Assign work, monitor task execution, and review completed work products for quality, accuracy, and compliance with established procedures.
• Mentor, train, and provide technical guidance to team members to ensure consistent performance and technical proficiency.
• Coordinate team schedules, travel requirements, and support coverage to maintain uninterrupted customer support operations.
• Serve as the primary escalation point for complex technical issues and coordinate resolution with engineering, program management, and customer representatives.
• Monitor team performance and identify training, staffing, and resource requirements necessary to support mission objectives.
• Promote adherence to organizational policies, quality standards, cybersecurity requirements, and safety procedures.
• Foster a collaborative, customer-focused team environment committed to continuous improvement and operational excellence.