End User Operations Manager - Military veterans preferred

SAIC (www.saic.com)


  full-time   employee

District of Columbia
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. 


  • 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
  • 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. 
  • Must possess PMP Certification or equivalent.