Computer Operator IV

SAIC is seeking a Computer Operator IV to lead a team supporting the operations of a large-scale computer system and multi-carrier wireless service portals at the Mike Monroney Aeronautical Center (MMAC) in Oklahoma City, OK. The successful candidate will manage day-to-day operations, ensure production schedules are met, coordinate with Federal leads on issue resolution, and oversee effective use of system resources in support of ESC’s NWP customers.

This role requires significant experience in computer operations, strong supervisory skills, and the ability to work independently under general direction while providing clear guidance and training to team members.

- Manage a team providing operational support for a large-scale computer system or multi-server local area network.
- Ensure production schedules are met and computer system resources are used effectively and efficiently.
- Coordinate the resolution of production and operational issues with Federal leads, escalating as necessary.
- Train and mentor team members, ensuring they can perform duties under general direction and adhere to established procedures and service levels.
- Work effectively with customers and manage team performance to meet operational and customer service objectives.
- Manage a team with a working knowledge of FirstNet, AT&T, T-Mobile, and Verizon online portal systems used to process customer requests.
- Oversee the processing, tracking, and completion of customer requests submitted through these portals.
- Train team members to possess an operational and functional understanding of ESC’s NWP customers, including mission, priorities, and service expectations.
- Serve as an escalation point for complex customer or portal-related issues.
- Manage and create reports on the status of customer requests for NWP management, using designated tools and systems.
- Provide regular operational status updates, metrics, and performance indicators (e.g., volumes, aging, turnaround times, and exceptions).
- Support management decision-making by identifying trends, risks, and opportunities for process improvement.
- Manage the FAA asset management system, ensuring asset records are accurate, complete, and current.
- Coordinate with stakeholders to track the lifecycle of assets (e.g., assignment, changes, returns, and disposals).
- Ensure compliance with applicable standards, policies, and security requirements related to asset and system management.

Required Education and Experience:

- High school diploma or equivalent.
- Minimum 7 years of experience in the operations of a large-scale computer system or a multi-server local area network.
- At least 5 years in a supervisory or team lead role in IT/computer operations.
- Demonstrated knowledge of hardware, software, and operating systems in an enterprise environment.
- Working knowledge of ServiceNow (or similar IT service management/ticketing system).
- Proficiency with basic computer applications including Microsoft Outlook, Excel, and Word.
- Strong understanding of operational workflows, scheduling, monitoring, and incident/problem resolution.
- Excellent oral and written communication skills, including the ability to communicate clearly with Federal leads, customers, and team members.
- Work independently under general direction.
- Train, mentor, and manage team members.
- Build and maintain effective working relationships with customers and stakeholders.
- Strong organizational skills, attention to detail, and ability to manage multiple concurrent tasks and priorities.
- Must be able to obtain and maintain a Public Trust clearance as required by the customer.

Desired Experience:

- Experience working with FirstNet, AT&T, T-Mobile, and Verizon portals in a production or operational support capacity.
- Familiarity with ESC NWP and/or FAA environments, processes, or systems.
- Experience with ITIL-aligned service operations, including incident, request, and problem management.
- Prior experience supporting Federal customers in a contractor role.