Enterprise Operations Manager

Responsibilities

The Enterprise Operations Manager leads and optimizes end-user support services, including help desk, desktop support, and hardware lifecycle management across DOT locations. This role ensures service quality, implements ITIL-based processes, and acts as the primary liaison for operational performance and stakeholder coordination.

Requirements

Candidates must have at least 10 years of experience in managing end-user services and infrastructure operations teams. Proficiency in ITIL frameworks, ServiceNow, and experience in federal or large multi-site environments is required, along with the ability to obtain a public trust clearance.

Skills

• ITIL
• ServiceNow
• Incident Management
• Problem Management
• Desktop Support
• Help Desk Management
• Asset Management
• Mobility Device Management
• SLA Management
• KPI Development
• Team Leadership
• Risk Management
• Root Cause Analysis
• Cybersecurity Compliance
• Infrastructure Operations
• Stakeholder Management

About this role

SAIC is actively looking for an Enterprise Operations Manager to join our team
supporting DOT. The End User Operations Manager is responsible for leading and
optimizing the end user support ecosystem across the Department of
Transportation's Enterprise IT Shared Services (EITSS) environment. 

This role oversees daily operational performance for enterprise help desk
services, desktop support, mobility device management, and end user
hardware/software lifecycle activities supporting DOT headquarters and more than
nearly 300 field locations nationwide.

The End User Operations Manager ensures that end users across the DOT Common
Operating Environment (COE) receive reliable, secure, and high-quality IT
support aligned with federal standards, agency objectives, and mission-critical
needs.

Key Responsibilities:

Operational Leadership & Performance

* Lead and supervise enterprise service desk and desktop support teams
delivering Tier 1 and 2 assistance for all DOT users.
* Collaborate with customers to evolve, mature and implement Tier 0 services.
* Manage incident intake, escalation, resolution quality, service SLAs and
KPIs.
* Oversee support for end user hardware, software, imaging, provisioning,
configuration, and lifecycle management for DOT headquarters and nearly 300
field locations.
* Coordinate field support activities across more than nearly 300 DOT locations
and 12,000 users, ensuring consistent delivery of hardware, software and
support services.
* Support operator and directory services and telephony operations related to
voice, conferencing, data, and wireless technologies.
* Develop, monitor and implement continuous improvement of services using
operational metrics, dashboards, and performance indicators for end user
services.
* Drive continuous improvement initiatives, including enhancing knowledge bases
and self-services, to enhance customer experience and operational efficiency.
* Collaborate with Infrastructure, Cybersecurity, and Program Support teams to
ensure cohesive service delivery across the enterprise.
 

Service Governance & Quality

* Implement ITIL-based processes and standards for incident, request, and
problem management.
* Ensure compliance with DOT security policies, cybersecurity requirements, and
configuration baselines.
* Maintain documentation for processes, SOPs, knowledge articles, and workflow
enhancements.
 

Program & Stakeholder Coordination

* Serve as the primary operational liaison to DOT stakeholders regarding end
user service performance.
* Participate in governance forums, program reviews, and cross-functional
planning sessions.
* Support project rollouts, migrations, and enterprise initiatives requiring
end user impact analysis or coordination.

QUALIFICATIONS

Top Qualifications, Skills, Experience or Certifications: 

* Minimum of 10 years of experience in managing End User Services and
Infrastructure Operations teams and technologies.

* Help Desk, Exec Help, Enterprise Operations Center, Server, Storage, Cloud,
Security, etc.

* Effective team leadership skills required, including risk management, skill
development, task prioritization, performance management, and
mentoring/coaching of cross-functional team members.

* Ability to work independently and manage multiple demands on time, in a
hybrid environment.

* Experience working in federal environments or large multi-site organizations
preferred.

* Experience with Enterprise Operations Centers and outage management, Root
Cause Analysis.

* Knowledge of ITIL frameworks and modern service management tools;
specifically, ServiceNow.

* Strong understanding of hardware/software lifecycle practices, asset
management and mobility device administration.

* Must have experience with developing and maintaining both Service Level
Agreements (SLAs) and Key Performance Indicators (KPIs). 

* Ability to coach, teach and mentor teams and hold them accountable.

* Experience in Problem & Incident Management, Ticket Queue Management &
Quality.

* Strong collaboration skills using a solutions and customer-service-oriented
approach is required.

* ITIL Foundations 4 (equivalent or greater)

Note: Candidate must be a U.S. citizen or green card holder who has resided in
the U.S. for at least 3 years and the ability to obtain a public trust

SAIC® [http://www.saic.com/] is a premier mission integrator focused on
advancing the power of technology and innovation to serve and protect our world.
Our robust portfolio of offerings across the defense, space, intelligence, and
civilian markets includes secure high-end solutions in mission IT, enterprise
IT, engineering services, and professional services. We integrate emerging
technology, rapidly and securely, into mission critical operations that
modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and
inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered
in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For
more information, visit saic.com [http://www.saic.com/]. For ongoing news,
please visit our newsroom [http://www.saic.com/who-we-are/newsroom/].

About SAIC

Defense and Space Manufacturing · 10,001+ employees · headquartered in Reston, VA · founded 1969