Enterprise Operations Manager

SAIC•Washington, DC

About The Position

SAIC is hiring an Enterprise Operations Manager to support the Department of Transportation (DOT). The role leads and optimizes the end user support ecosystem 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. It oversees daily operations for enterprise help desk services, desktop support, mobility device management, and end user hardware and software lifecycle activities serving DOT headquarters and nearly 300 field locations. The manager leads Tier 1 and Tier 2 service desk and desktop support teams, coordinates end user services for approximately 12,000 users, and works with DOT stakeholders and internal teams to improve service delivery. The role applies ITIL-based service management practices, monitors operational performance, maintains process documentation, ensures compliance with DOT security and configuration requirements, and supports enterprise rollouts, migrations, and other initiatives affecting end users.

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 on time 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.
Experience in problem and incident management, ticket queue management, and quality.
Strong collaboration skills and a solutions- and customer-service-oriented approach.
ITIL Foundations 4 certification or equivalent or greater.
Must be a U.S. citizen or green card holder who has 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 enterprise service desk and desktop support teams delivering 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, imaging, provisioning, configuration, and lifecycle management for DOT headquarters and nearly 300 field locations.
Coordinate field support activities across DOT locations and approximately 12,000 users 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 implement continuous service improvements using operational metrics, dashboards, and performance indicators.
Improve knowledge bases and self-service capabilities to enhance customer experience and operational efficiency.
Collaborate with Infrastructure, Cybersecurity, and Program Support teams to ensure cohesive enterprise service delivery.
Implement ITIL-based processes and standards for incident, request, and problem management.
Ensure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.
Maintain process, standard operating procedure, knowledge article, and workflow enhancement documentation.
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.
Lead team performance, risk management, skill development, task prioritization, mentoring, and coaching.