1 day old

IT Operations Manager Job

Baltimore, MD
  • Job Code
IT Operations Manager Job

IT Operations Manager Job

Date: May 16, 2018

Location: Baltimore, MD, US

Company: SAIC

IT Operations Manager (Job Number:434930)


SAIC is seeking an experienced Information Technology Operations Manager (OM) to Provide day-to-day supervision and oversight for a team providing end-user centric services to 7,000+ end users within an HHS OPDIV. The program includes provisioning and support for user equipment, end user technical support, applications support, information security, conference room support, and other services directly impacting end user satisfaction.

The Operations Manager will be accountable for the configuration, operations, and support of the IT Systems and Tools used to support IT Service Management and End User Services across a distributed enterprise.

Furthermore the Service Desk Team and End User Services Manager will report directly to the OM who will be responsible for their performance.

Essential Functions and Responsibilities:

- Responsible for day to day operations of end user technology and supporting infrastructure within contract scope

- Performs a critical management role ensuring that the technologies underpinning IT Service Management processes, and workflows are working effectively, reliably, and efficiently to meet service objectives and customer expectations.

- Is the primary interface to integration partners for effective integration of tools and exchange of information with other teams, vendors, and 3rd parties including Cloud providers

- Responsible for workflow design, management and orchestration among stakeholders and project teams

- Ensures high-availability and fault tolerant configuration of tools

- With the PM, provides leadership to the team to solve problems in a timely and effective manner

Will play a key role in representing current and future capabilities of supporting ITSM tools, and contributing to long- term strategy as well as tactical activities leading to the continual improvement of the environment to meet objectives.


- Bachelor of Science in Information Technology, Computer related fields or Management

- ITIL Certification (Foundation or above)

- Seven years or more of experience in IT Operations management consisting of the oversight and management of geographically disbursed teams

- Five (5) years or more experience managing an IT Operations team of 20 or more including 24/7/365 Tier 0 – 3 IT Service Desk.

- Experience with various UC tools and technologies such as Outlook, Skype, WebEx, and CISCO Spark Technologies.

- Demonstrated experience delivering high quality services for customer satisfaction, meeting or exceeding defined service level agreements.

- Demonstrated experience working with ITSM systems including ServiceNow and/or Remedy.

- Seven (7) or more years of experience providing IT Services for Federal Government clients.


- PMP Certified

- Excellent communicator and collaborator, capable of working independently and in small groups of developers.

- Desired experience in JavaScript, SOAP & REST Web Services, and UI/UX Design

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC has approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com.

EOE AA M/F/Vet/Disability

Job Posting: May 21, 2018, 2:08:41 PM
Primary Location: United States-MD-BALTIMORE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: Yes, 25% of the time
Shift: Day Job
Schedule: Full-time

Other Locations: United States-VA, United States-VA-SPRINGFIELD, United States-DC

Nearest Major Market: Baltimore

Job Segment: Operations Manager, Engineer, Service Desk, Manager, Operations, Engineering, Customer Service, Management


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