Description
Description
SAIC is seeking an End User Operations Manager to support our DOT customer in Washington D.C. The Operations Manager's key role is to drive efficiency of organizational processes and to help maintain and grow this standard in addition to overseeing daily activities. They utilize a sharp business mind and proven success in managing multiple departments and/or functions for maximum productivity. This person must be highly skilled in staffing, finance, process and IT management, and be able to develop and maintain an environment of trust within the operations team. In summary, the Operations Manager is a creative problem-solver and an excellent leader who is able to prioritize productivity and drive operational efficiency.
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.
Onsite five days a week (potential to shift to 3 days a week post 90 days)
Qualifications
Required Qualifications:
- 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 with Enterprise Operations Centers and outage management, Root Cause Analysis.
- Ability to coach teams and hold them accountable.
- Experience in Problem & Incident Management, Ticket Queue Management & Quality
- ServiceNow experience is required, must possess the ability to coach teams on how to get effective metrics from the tool
- Strong collaboration skills using a solutions and customer-service-oriented approach is required.
- Possesses strong business acumen; understands Government contracts and the financial impacts of hiring/resourcing decisions.
Certification / Clearance Requirements:
- US Citizenship required.
- Candidate must be able to obtain DOT Public Trust.
- Must possess PMP Certification or equivalent.
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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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