Job Description

SAIC is seeking a highly skilled Enterprise IT Operations Manager in Colorado Springs, CO 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.

Key Responsibilities

Strategic Leadership & Operational Management:

• Operational Governance: Direct day-to-day operations of the command's IT infrastructure, leveraging the NOC to monitor system health, service availability, and real-time performance.
• Portfolio & Project Oversight: Support strategic IT initiatives and formally funded projects, ensuring continuous service delivery in alignment with Steering Group priorities.
• Lifecycle Process Control: Enforce standardized ITSM and Service Request Fulfillment (SRF) processes governed by Tactics, Techniques, and Procedures (TTPs) using ServiceNow/Ivanti.
• Asset & Config Control: Oversee Change and Configuration Management processes to maintain an accurate service catalog, configuration items (CIs), and rapid-provisioning hardware/software "benchstock."
• Continual Improvement: Evaluate system performance trends and root-cause analysis (RCA) data to implement pro-active operational upgrades and secure deployment workflows.

Team Leadership & Performance Management:

• Tiered Support Oversight: Lead cross-functional teams spanning Tier 1 (Client Services Technicians) through Tier 2/3 and OEM vendor support.
• Performance Metrics: Establish and manage KPIs, CSAT goals, and enterprise dashboards (e.g., Xtraction) to evaluate system efficiency and compliance.
• Escalation & Communication: Implement graduated notification ladders (50%/75%/90% thresholds) to prevent SLA breaches and provide direct operational updates to command leadership.

Compliance, Risk, & Incident Response:

• Cybersecurity & IA Alignment: Ensure operational compliance with DoD IA, FedRAMP, NIST RMF, DISA STIGs, and CTO directives.
• Security Integration: Coordinate vulnerability scanning, threat monitoring, and rapid patching cycles to maintain a robust defensive security posture.
• Incident Lifecycle Management: Direct the full incident response lifecycle from detection through resolution, utilizing Stratusphere for proactive performance warning and routing production changes through the CAB.

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD and nine (9) years or more experience

Required Skills & Qualifications

Experience & Education:

• Minimum Experience: 14+ years of overall IT experience, including:
  • 6+ years of experience as an IT Operations Manager in a comparable DoD/Federal environment.
  • 5+ years of experience leading geographically dispersed technical teams.
  • 3+ years of hands-on experience with DoD Information Assurance (IA) policy.
• Education: Bachelor's degree in Computer Science, IT, Engineering, or related field (Master's preferred).

Required Certifications:

• DoD 8570: Active IAT Level III certification (e.g., CISSP, CASP+, or equivalent).
• ITSM: ITIL v4 Foundation or Practitioner Certification.

Preferred Skills & Qualifications

• DoD 8140.03 Advanced Certifications: Advanced-level matrix qualifications for Database Administrator (421), Network Operations Specialist (441), System Administrator (451), or IT Investment/Portfolio Manager (804).
• Management & Cloud: PMP certification; AWS, Azure, or Google Cloud certifications.
• Environment Expertise: Experience in cloud/hybrid environments, DevOps/DevSecOps practices, and familiarity with Joint Information Environment (JIE) or ESMF.

Skills and Competencies

• Infrastructure Management: Deep expertise in enterprise network architectures, data center operations, and cloud environments.
• DoD Frameworks: Proficient with eMASS, RMF, FISMA, and DISA security compliance policies.
• Tooling Command: Expert knowledge of ITSM enterprise tools (ServiceNow, Ivanti, Xtraction, Stratusphere).
• Stakeholder Collaboration: Highly developed communication skills to manage relationships between technical staff, leadership, and third-party OEMs.