End User Operations Manager
- Military veterans preferred
2019-03-02 SAIC (www.saic.com)
Washington District of Columbia 20024 United States
Seeking an End User Support Manager to support the implementation of IT shared services for a large government agency. By establishing a common operating environment (COE) for all departments within the agency, all users will have access to a service catalog with automated service delivery that is implemented with commercial-grade IT practices. The End User Support Manager reports to the Program Manager and provides day-to-day management to meet all technical, schedule, and cost requirements, including the SLAs for service delivery, for the End User Support task.
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 comprehensive engineering, operations and maintenance support for the CA tool suite and other enterprise monitoring products.
Performs design architectural changes and implementation, following established configuration management processes and schedules.
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.
Designs, builds, and implements network systems. Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network , systems, and application performance.
Troubleshoots network, systems, and application performance systems when necessary and provides empirical data and recommendations to improve performance.
TYPICAL EDUCATION AND EXPERIENCE:
Bachelors and eighteen (18) years or more of related experience; Masters and sixteen(16) years or more of related experience; PhD or JD and thirteen (13) years or more of related experience.
Clearance Level Must Currently Possess: Other Clearance
Clearance Level To Obtain: Other Clearance
REQUIRED EDUCATION AND EXPERIENCE:
B.S. in IT related field and 18 years of experience, with at least 8 years of related management experience with an emphasis on Service Desk and End User Computing programs and/or projects, including mission critical programs, IT systems implementation and solution development. Degree may be substituted with 8 additional years of related experience. M.S. in IT related field or MBA is desired.
At least 5 years of proven experience managing a program with at least 100 personnel delivering Enterprise Operations Support Services to at least 15,000 end users across multiple locations.
At least 5 years of experience interfacing and presenting to executives.