End User Operations Manager

2 weeks ago

Washington, Washington, D.C., United States SAIC Career Site Full time

Description

SAIC is seeking an End User Operations Manager to support our DOT customer in Washington D.C. We are looking for an effective leader with strong skills in managing an End User Support (EUS) Team to include: Headquarters Executive Help Support, Enterprise Operations Center (EOC), Tier 2, Field Support, Service Desk, Video Teleconferencing (VTC), and Web Conferencing.

For the first 90 days, this position will be 100% onsite. After that, this position will transition to a hybrid schedule of 3 days onsite, 2 days remote per week.

Duties and Responsibilities:

  • Provides day-to-day management and supervision of overall Enterprise Management Systems (EMS) personnel, involving multiple projects and groups of personnel at multiple locations.
  • Organizes, directs, and coordinates the planning and production of all EMS support activities and allocates resources as necessary.
  • Demonstrates written and oral communication skills.
  • Provides highly specialized technical advice concerning configuration and implementation of metric gathering methodology for monitoring IT facility equipment, applications, and services.
  • Analyzes the metric, technical configurations and provides recommendations on the best alternatives.
  • Provides technical guidance for directing and monitoring information systems operations.
  • Provides technical/management leadership on all tasks and technology assignments, to include the supervision of operations within End User Operations.
  • Serves as focal point for all concerns and establishes goals and plans that meet project objectives.
  • Ensures a timely process through which problems are controlled, recognized, researched, and escalated to parties needed to resolve.
  • Ensures all End User staff are trained and comply with process.
  • Ensure internal customer satisfaction with IT services by understanding their strategic and tactical needs, making sure actions are taken to close any gaps; influence stakeholders' perceptions of the relevant EUS services.

Qualifications

Required Qualifications:

  • Bachelor's degree is preferred but additional experience can be considered in lieu of a degree.
  • Must have a minimum of 10 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations across end user services and infrastructure operations.
  • At least 5 years of proven experience managing a program with at least 150 personnel delivering Enterprise Operations Support Services.
  • At least 5 years of experience interfacing and presenting to executives.
  • This leader requires an operational mindset with a passion for problem solving in a complex environment. The successful candidate will work at all end-user levels of a large federal department agency.
  • This role requires the ability to work with a variety of customer stakeholders to manage priorities and projects as well as hold the program teams accountable to those priorities.
  • Must be familiar with managing contractual SLA's and deliverables, as well as ticket queues and ticket quality.
  • Familiarity / experience with ServiceNow
  • Experience with major incident and critical situation problem resolutions
  • Effective team leadership skills strongly preferred, 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 cross-functional, virtual and teams.
  • Strong collaboration skills using a solutions and customer-service-oriented approach.

Certification / Clearance Requirements:

  • US Citizenship required.
  • Candidate must be able to obtain DOT Public Trust.
  • Must possess PMP Certification or equivalent.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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