Job Summary
The Enterprise Operations Manager is responsible for leading and enhancing user support services, such as help desk operations, desktop assistance, and hardware lifecycle management across various Department of Transportation (DOT) locations. This position plays a crucial role in ensuring high service quality, adopting ITIL-based methodologies, and serving as the main point of contact for managing operational performance and stakeholder engagement.
Responsibilities
- Lead and improve end-user support services, ensuring exemplary service delivery across all DOT locations.
- Implement ITIL-based processes to optimize service management.
- Act as the primary liaison for operational performance metrics.
- Coordinate effectively with stakeholders to improve service outcomes.
- Oversee desktop support and hardware lifecycle management activities.
Qualifications
- Minimum of 10 years of experience in managing end-user services and infrastructure operations.
- Strong knowledge of ITIL frameworks and experience with ServiceNow.
- Experience in federal or large multi-site operational environments.
- Ability to obtain a public trust clearance.
SAIC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
