Technical Operations Manager

Job ID: 2600190

Location: REMOTE WORK, GA, US

Date Posted: 2026-01-08

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: Yes, 10 % of the Time

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: Top Secret

Potential for Remote Work: Yes

Description

SAIC is seeking an experienced Technical Operations Manager to lead enterprise IT service operations, manage Tier 2/3 support teams, and ensure reliable delivery of collaboration, communication, and knowledge-management services. This role requires strong leadership, deep service-management expertise, and hands-on experience supporting large-scale Army or DoD IT services, including Army 365.This position is 100% Remote/Work From Home

The Technical Operations Manager will be responsible for but not limited to the following:

• Lead daily IT service operations and supervise Tier 2/3 support technicians.
• Ensure timely resolution of escalated incidents, service requests, and complex technical issues.
• Drive incident response, root-cause analysis, and corrective action planning.
• Maintain and update SOPs, runbooks, technical guidance, and operational documentation.
• Monitor service performance, identify trends, and implement improvements to enhance reliability and user experience.
• Coordinate with mission partners, vendors, and leadership to support operational readiness and service delivery.
• Establish work standards, assign and review tasks, and ensure alignment with organizational goals.
• Support enterprise-level initiatives including contract support, technical writing, and project management activities.
• Manage and improve ITIL-aligned processes including
• Develop and deliver service reporting, KPIs, SLAs, and operational dashboards.
• Ensure compliance with DoD and Army policies related to cybersecurity, retention, and data governance.
• Apply ITSM best practices to improve service quality, process maturity, and operational efficiency.
• Analyze data to identify trends, gaps, and opportunities for continuous improvement.
• Support and enhance collaboration and knowledge-management services using Microsoft 365 and Army 365 tools (SharePoint, Teams, Power Automate, Copilot, Exchange Online, Intune).
• Maintain content governance, metadata standards, permissions, and search optimization.
• Improve information accessibility, content quality, and digital knowledge-sharing practices across the organization.
• Build or refine automated workflows using Power Automate to streamline business processes.
• Oversee operational stability and service performance for M365/A365 collaboration tools.
• Partner with business units to improve documentation, workflow efficiency, and user adoption of digital tools.

Qualifications

Required Education:

• Bachelor's degree and fourteen(14) years' experience; additional four (4) years' experience can be considered in lieu of degree.

Required Clearance:

• Must possess an active Secret security clearance with the ability to obtain and maintain a Top Secret clearance; ship required.

Required Skills:

• Experience managing or supervising Tier 2/3 support teams in a large enterprise or service desk environment.
• Familiarity with Microsoft 365/Army 365 services including SharePoint, Teams, Power Automate, Exchange Online, and Intune.
• Strong understanding of ITILv4, ITSM practices, and enterprise service-management frameworks.
• Experience supporting Army or DoD IT environments, policies, security requirements, and governance frameworks.
• Ability to troubleshoot complex technical issues and coordinate cross-functional resolution.
• Experience developing SOPs, operational documentation, and service workflows.
• Strong communication skills with the ability to work effectively with leadership, mission partners, and end users.
• Ability to analyze data, identify trends, and drive process improvements.
• Experience with ServiceNow or equivalent ITSM platforms.

Desired Certifications:

• Certifications such as ITILv4 Foundations, Security+, Lean Six Sigma Black Belt, MCSE, or equivalent highly preferred

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.