Enterprise Operations Manager

SAIC•Washington, DC

18h•Hybrid

About The Position

SAIC is seeking an Enterprise Operations Manager to support the Department of Transportation (DOT). The role leads and optimizes end-user support across DOT’s Enterprise IT Shared Services (EITSS) environment, ensuring reliable, secure, high-quality IT support aligned with federal standards, agency objectives, and mission-critical needs. Services support DOT headquarters and nearly 300 field locations nationwide, serving approximately 12,000 users. The manager oversees enterprise help desk and desktop support, mobility device management, and end-user hardware and software lifecycle activities. The position also coordinates related operator, directory, and telephony services and works with infrastructure, cybersecurity, program support, and DOT stakeholders to improve service delivery and support enterprise initiatives.

Requirements

At least 10 years of experience managing end-user services and infrastructure operations teams and technologies.
Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring or coaching cross-functional team members.
Ability to work independently and manage multiple demands in a hybrid environment.
Knowledge of ITIL frameworks and modern service management tools, specifically ServiceNow.
Strong understanding of hardware and software lifecycle practices, asset management, and mobility device administration.
Experience developing and maintaining SLAs and KPIs.
Ability to coach, teach, and mentor teams and hold them accountable.
Experience in problem and incident management, ticket queue management, and quality.
Strong collaboration skills and a solutions-oriented, customer-service approach.
ITIL Foundations 4 certification or equivalent or greater.
Must be a U.S. citizen or green card holder, have resided in the U.S. for at least three years, and be able to obtain a public trust.

Nice To Haves

Experience working in federal environments or large multi-site organizations.
Experience with Enterprise Operations Centers and outage management, including root cause analysis.

Responsibilities

Lead and supervise service desk and desktop support teams providing Tier 1 and Tier 2 assistance to DOT users.
Collaborate with customers to evolve, mature, and implement Tier 0 services.
Manage incident intake, escalation, resolution quality, service-level agreements (SLAs), and key performance indicators (KPIs).
Oversee end-user hardware and software support, including imaging, provisioning, configuration, and lifecycle management.
Coordinate field support across nearly 300 DOT locations to ensure consistent delivery of hardware, software, and support services.
Support operator and directory services and telephony operations involving voice, conferencing, data, and wireless technologies.
Develop, monitor, and continuously improve end-user services using operational metrics, dashboards, and performance indicators.
Lead continuous improvement initiatives, including improvements to knowledge bases and self-service capabilities.
Collaborate with Infrastructure, Cybersecurity, and Program Support teams to provide cohesive enterprise service delivery.
Implement ITIL-based incident, request, and problem management processes and standards.
Ensure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.
Maintain process documentation, standard operating procedures, knowledge articles, and workflow enhancements.
Serve as the primary operational liaison to DOT stakeholders on 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.
Manage team risks, skill development, task prioritization, performance, and mentoring and coaching.
Manage outage response, root cause analysis, problem and incident management, and ticket queue quality.