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Enterprise Operations Manager

SAIC

Washington, District of Columbia • Today

Full-time

USD 160,001.00 - 200,000.00 per year

Enterprise Cybersecurity Cyber Logistics and Business Operations Analyst

Booz Allen Hamilton

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Senior Data Engineer (Enterprise Operations)

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Full-stack Engineer 5 (Senior Manager, IC) Cloud Operations Resilience Engineering)

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Data Center Operations Manager

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Datacenter Operations Manager IT

Metropolitan Washington Airports Authority

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Easy Apply

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Infrastructure Operations Manager

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USD 160,001.00 - 200,000.00 per year

Manager Engineering Operations

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tax.com

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Configuration Manager, Enterprise Technology Operations

tax.com

Remote or Hybrid in Manila, Metro Manila • Today

Full-time

Manager Data Center Operations

Digital Realty

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Full-time

USD 145,000.00 - 157,000.00 per year

Senior Manager, Data Center Operations

Oracle Corporation

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Full-time

USD 126,200.00 - 264,100.00 per year

Senior Manager, Data Center Operations

Oracle Corporation

Ashburn, Virginia • Today

Full-time

USD 126,200.00 - 264,100.00 per year

Security Operations Manager

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Remote • Yesterday

Easy Apply

Contract

Depends on Experience

IT Operations Manager

General Dynamics

Remote • Today

Full-time

USD 123,250.00 - 166,750.00 per year

Manager, Enterprise Applications

Vaco by Highspring

Remote • 14d ago

Easy Apply

Full-time

Depends on Experience

Sales Operations Manager - HubSpot CRM

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Field Operations Manager

Motion Recruitment Partners, LLC

Remote or Bellingham, Washington • Today

Easy Apply

Full-time

Senior Manager, Data & Analytics Product Strategic Operations

ServiceNow, Inc.

Remote or Austin, Texas • Today

Full-time

Senior Manager, Data & Analytics Product Strategic Operations

ServiceNow, Inc.

Remote or West Palm Beach, Florida • Today

Full-time

Sr. Manager, Mission Engineering & Operations

Axon

Remote or Tennessee • Today

Full-time

AI Product Strategy & Operations Senior Manager

ServiceNow, Inc.

Remote or Santa Clara, California • Today

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USD 165,500.00 - 289,600.00 per year

Infrastructure & Operations Manager

J VERS LLC

Odenton, Maryland • Today

Full-time

USD 107,900.00 - 195,050.00 per year

Cloud Security Engineer - Public Sector, IT Operations

BDO

McLean, Virginia • Today

Full-time

USD 105,000.00 - 120,000.00 per year

System Administrator (IT Operations) - Secret Clearance Required

General Dynamics

Falls Church, Virginia • Today

Full-time

USD 72,250.00 - 97,750.00 per year

Network Operations Analyst

Koniag, Inc.

Washington, District of Columbia • Today

Full-time

USD 115,000.00 per year

SAIC

Job Details

Skills

Security Clearance
Shared Services
Technical Support
Leadership
Service Desk
Remote Support
Tier 1
Provisioning
Lifecycle Management
Directory Services
Telephony
Wireless Communication
Dashboard
Continuous Improvement
Customer Experience
Operational Efficiency
Service Delivery
Problem Management
Regulatory Compliance
Cyber Security
Documentation
Workflow
Migration
Impact Analysis
Help Desk
STaaS
Team Leadership
Risk Management
Performance Management
Coaching
Cross-functional Team
Root Cause Analysis
Service Management
ServiceNow
Computer Hardware
Software Development Methodology
Asset Management
Service Level
KPI
Mentorship
Accountability
Incident Management
Management
Collaboration
Customer Service
ITIL
Information Technology
Systems Engineering
FOCUS

Security Clearance
Shared Services
Technical Support
Leadership
Service Desk
Remote Support
Tier 1
Provisioning
Lifecycle Management
Directory Services
Telephony
Wireless Communication
Dashboard
Continuous Improvement
Customer Experience
Operational Efficiency
Service Delivery
Problem Management
Regulatory Compliance
Cyber Security
Documentation
Workflow
Migration
Impact Analysis
Help Desk
STaaS
Team Leadership
Risk Management
Performance Management
Coaching
Cross-functional Team
Root Cause Analysis
Service Management
ServiceNow
Computer Hardware
Software Development Methodology
Asset Management
Service Level
KPI
Mentorship
Accountability
Incident Management
Management
Collaboration
Customer Service
ITIL
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2618914

Location: Washington, DC, US

Date Posted: 2026-11-09

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: ORA_ON_SITE

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)

Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2618914
Posted 1 hour ago

Company Info

About SAIC

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

Go to company profile

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Job Details

Skills

Security Clearance
Shared Services
Technical Support
Leadership
Service Desk
Remote Support
Tier 1
Provisioning
Lifecycle Management
Directory Services
Telephony
Wireless Communication
Dashboard
Continuous Improvement
Customer Experience
Operational Efficiency
Service Delivery
Problem Management
Regulatory Compliance
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Workflow
Migration
Impact Analysis
Help Desk
STaaS
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Performance Management
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Software Development Methodology
Asset Management
Service Level
KPI
Mentorship
Accountability
Incident Management
Management
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FOCUS

Security Clearance
Shared Services
Technical Support
Leadership
Service Desk
Remote Support
Tier 1
Provisioning
Lifecycle Management
Directory Services
Telephony
Wireless Communication
Dashboard
Continuous Improvement
Customer Experience
Operational Efficiency
Service Delivery
Problem Management
Regulatory Compliance
Cyber Security
Documentation
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Migration
Impact Analysis
Help Desk
STaaS
Team Leadership
Risk Management
Performance Management
Coaching
Cross-functional Team
Root Cause Analysis
Service Management
ServiceNow
Computer Hardware
Software Development Methodology
Asset Management
Service Level
KPI
Mentorship
Accountability
Incident Management
Management
Collaboration
Customer Service
ITIL
Information Technology
Systems Engineering
FOCUS

Summary

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)

Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Dice Id: 10111346
Position Id: 2618914
Posted 1 hour ago

Company Info

About SAIC

Go to company profile

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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