Remote Manager for End User Operations Initiatives (VA ESOM)

Kentro•UNAVAILABLE, UNAVAILABLE

1d•Remote

About The Position

Kentro is hiring for a Remote Manager for End User Operations Initiatives to support the VA ESOM contract. This position can be performed remotely within the United States and will support Eastern Time working hours. Travel may be required to regional locations as needed. The pay range for this position is $165-$172K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable. This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

Requirements

Bachelor’s degree in computer science, electronics engineering, or other technical discipline.
10+ years in IT service delivery or support, including 5+ years managing managers and large teams.
Proven experience overseeing large, geographically dispersed teams supporting Federal clients.
5+ years of experience supporting Information Technology at Veterans Affairs.
Demonstrated success leading multisite IT operations and teams of 400+ employees.
Demonstrated experience in End User and Endpoint Engineering Strategies
Strong background in ITIL, incident management, and customer support operations.
Experience applying strategic foresight and innovative approaches to challenges across distributed teams.
Experience with managing diverse teams comprised of employees and subcontractors including knowledge of joint employment principles.
Exceptional leadership and communication abilities.
Strong analytical and problemsolving skills with a datainformed approach.
Ability to build strong client relationships and manage complex escalations.
Experience with ITSM systems, KPI reporting, and workforce management tools.
Ability to prioritize, selfdirect, and drive initiatives with minimal oversight.
Strong messaging and teambuilding capabilities to maintain cohesion and momentum.
US Citizen or Lawful Permanent Resident (Green Card)
Willing and able to obtain and maintain Public Trust Clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

10+ years of supporting the Department of Veterans Affairs
PMP certification
Experience with personnel management and employee relations
Knowledge of enduser technologies

Responsibilities

Lead, mentor, and develop management teams overseeing large, distributed IT support organizations.
Foster a culture of accountability, continuous improvement, strategic awareness, and operational excellence.
Ensure team alignment with organizational goals, client requirements, and federal contract standards.
Oversee Endpoint Engineering activities across multiple client sites, ensuring full adherence to SLAs, KPIs, and contract specific performance metrics.
Drive consistency, standardization, and strategic process alignment across all sites.
Monitor performance at daily, weekly, and monthly intervals to ensure service quality and proactive issue resolution.
Develop, interpret, and communicate metrics that demonstrate the program’s value and mission impact.
Serve as the escalation point for high impact issues, ensuring rapid response and transparent communication.
Serve as main client contact or Federal Program Managers and IT Supervisors.
Partner with client stakeholders to anticipate evolving needs and recommend strategic improvements or changes in service delivery.
Implement best practices for workforce planning, resource allocation, and contract aligned staffing strategies.
Champion automation and tool optimization to enhance efficiency and contract performance.
Continuously refine ITIL aligned processes for incident, problem, and change management.
Build leadership capabilities within the management team through coaching, training, and strategic career development.
Conduct performance reviews, establish goals, and design succession plans for critical roles.
Partner with HR to address employee relations and workforce development in alignment with contract expectations.
Promote team engagement to ensure employees remain mission focused and supported.
Develop and manage the program budget, ensuring alignment with contract requirements and financial forecasts.
Prepare executive level reports highlighting service performance, client satisfaction, operational risks, and forward looking strategic recommendations.

Benefits

paid time off
healthcare benefits
supplemental benefits
401k including an employer match
discount perks
rewards
education reimbursement for certifications, degrees, or professional development
flexibility for you to take a course, complete a certification, or other professional growth and networking
funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
charity galas/events