Enterprise Operations Manager

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.

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