IT Operations Manager

SAIC•Colorado Springs, CO

About The Position

SAIC is seeking a highly skilled Enterprise IT Operations Manager on the NITES program responsible for operations and overall IT Service Management (ITSM) for a critical NORAD/NORTHCOM mission. The ideal candidate will be responsible for managing large-scale IT operations activities to ensure the availability, reliability, scalability, and security of systems supporting mission-critical environments. This individual will oversee the planning, integration, and execution of enterprise IT services, ensuring full compliance with DoD policies, procedures, and standards. The Enterprise IT Operations Manager will work closely with leadership across the command, external partners, and vendors to deliver superior IT services and proactive problem resolution. This role requires a strong background in ITSM, enterprise Operations and Maintenance, and DoD operational requirements, with proven leadership experience managing geographically dispersed teams in a high-stakes environment.

Requirements

Strong background in ITSM
Enterprise Operations and Maintenance experience
DoD operational requirements experience
Proven leadership experience managing geographically dispersed teams in a high-stakes environment.

Responsibilities

Direct day-to-day operations of the command’s IT infrastructure, leveraging the NOC to monitor system health, service availability, and real-time performance.
Support strategic IT initiatives and formally funded projects, ensuring continuous service delivery in alignment with Steering Group priorities.
Enforce standardized ITSM and Service Request Fulfillment (SRF) processes governed by Tactics, Techniques, and Procedures (TTPs) using ServiceNow/Ivanti.
Oversee Change and Configuration Management processes to maintain an accurate service catalog, configuration items (CIs), and rapid-provisioning hardware/software "benchstock."
Evaluate system performance trends and root-cause analysis (RCA) data to implement pro-active operational upgrades and secure deployment workflows.
Lead cross-functional teams spanning Tier 1 (Client Services Technicians) through Tier 2/3 and OEM vendor support.
Establish and manage KPIs, CSAT goals, and enterprise dashboards (e.g., Xtraction) to evaluate system efficiency and compliance.
Implement graduated notification ladders (50%/75%/90% thresholds) to prevent SLA breaches and provide direct operational updates to command leadership.
Ensure operational compliance with DoD IA, FedRAMP, NIST RMF, DISA STIGs, and CTO directives.
Coordinate vulnerability scanning, threat monitoring, and rapid patching cycles to maintain a robust defensive security posture.
Direct the full incident response lifecycle from detection through resolution, utilizing Stratusphere for proactive performance warning and routing production changes through the CAB.