10+ years managing End User Services and Infrastructure Operations teams
Strong leadership skills in risk management and performance management
Ability to work independently in a hybrid environment
Experience in federal or large multi-site organizations
Familiarity with ITIL frameworks and ServiceNow
Knowledge of hardware/software lifecycle and asset management
Experience developing SLAs and KPIs
Responsibilities
Lead and supervise enterprise service desk and desktop support teams
Collaborate with customers to enhance Tier 0 services
Manage incident intake, escalation, and resolution quality
Oversee end user hardware and software lifecycle management
Coordinate support activities across 300+ DOT locations
Support telephony operations related to voice and data technologies
Drive continuous improvement initiatives for customer experience
Benefits
Comprehensive health and wellness programs
Professional development and training opportunities
Flexible work arrangements
Collaborative and inclusive work environment
Opportunities for career advancement
Full Job Description
Job Description
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.
Qualifications
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
About SAIC
Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
