{"id":3953104,"url":"https://alion.io/job/saic-enterprise-operations-manager","title":"Enterprise Operations Manager","company":{"id":58788,"name":"SAIC","domain":"saic.com","url":"https://alion.io/company/saic","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":77,"open_postings":75,"ghost_share":0,"stale_share":0.92,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-09T02:45:29Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T05:43:35Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nThis 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.\nThe 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.\nKey Responsibilities:\nOperational Leadership & Performance\nLead and supervise enterprise service desk and desktop support teams delivering Tier 1 and 2 assistance for all DOT users.\nCollaborate with customers to evolve, mature and implement Tier 0 services.\nManage incident intake, escalation, resolution quality, service SLAs and KPIs.\nOversee support for end user hardware, software, imaging, provisioning, configuration, and lifecycle management for DOT headquarters and nearly 300 field locations.\nCoordinate field support activities across more than nearly 300 DOT locations and 12,000 users, ensuring consistent delivery of hardware, software and support services.\nSupport operator and directory services and telephony operations related to voice, conferencing, data, and wireless technologies.\nDevelop, monitor and implement continuous improvement of services using operational metrics, dashboards, and performance indicators for end user services.\nDrive continuous improvement initiatives, including enhancing knowledge bases and self-services, to enhance customer experience and operational efficiency.\nCollaborate with Infrastructure, Cybersecurity, and Program Support teams to ensure cohesive service delivery across the enterprise.\nService Governance & Quality\nImplement ITIL-based processes and standards for incident, request, and problem management.\nEnsure compliance with DOT security policies, cybersecurity requirements, and configuration baselines.\nMaintain documentation for processes, SOPs, knowledge articles, and workflow enhancements.\nProgram & Stakeholder Coordination\nServe as the primary operational liaison to DOT stakeholders regarding end user service performance.\nParticipate in governance forums, program reviews, and cross-functional planning sessions.\nSupport project rollouts, migrations, and enterprise initiatives requiring end user impact analysis or coordination.\nTop Qualifications, Skills, Experience or Certifications: \nMinimum of 10 years of experience in managing End User Services and Infrastructure Operations teams and technologies.\nHelp Desk, Exec Help, Enterprise Operations Center, Server, Storage, Cloud, Security, etc.\n\nEffective team leadership skills required, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.\n\nAbility to work independently and manage multiple demands on time, in a hybrid environment.\n\nExperience working in federal environments or large multi-site organizations preferred.\n\nExperience with Enterprise Operations Centers and outage management, Root Cause Analysis.\n\nKnowledge of ITIL frameworks and modern service management tools; specifically, ServiceNow.\n\nStrong understanding of hardware/software lifecycle practices, asset management and mobility device administration.\n\nMust have experience with developing and maintaining both Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).\n\nAbility to coach, teach and mentor teams and hold them accountable.\n\nExperience in Problem & Incident Management, Ticket Queue Management & Quality.\n\nStrong collaboration skills using a solutions and customer-service-oriented approach is required.\n\nITIL Foundations 4 (equivalent or greater)\n\nNote: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust","description_format":"text","description_chars":4213,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":10,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-09T05:43:35Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:0","stale_co","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/saic-enterprise-operations-manager","json_url":"https://alion.io/job/saic-enterprise-operations-manager.json","meta":{"generated_at":"2026-11-09T06:12:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2065,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58788},"rest":"https://alion.io/mcp/rest/get_company?id=58788"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsaic-enterprise-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsaic-enterprise-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsaic-enterprise-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/saic-enterprise-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsaic-enterprise-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3953104}},{"tool":"search_jobs","arguments":{"company":"saic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3953104},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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