Enterprise IT Operations Manager

SAIC is seeking an experienced Enterprise IT Operations Manager to lead mission-critical IT operations for the NORAD/NORTHCOM NITES program in Colorado Springs, CO. This role is central to ensuring the availability, reliability, scalability, and security of systems that support the nation’s homeland defense mission.

The ideal candidate is a seasoned IT operations leader with deep knowledge of IT Service Management (ITSM), enterprise O&M environments, and DoD operational standards. You will oversee large-scale IT operations, guide 85+ O&M personnel, and drive continuous improvement across a complex enterprise environment.

As the Enterprise IT Operations Manager, you will serve as the central leader for daily IT operations, coordinating closely with command leadership, government partners, and OEM vendors. You will oversee enterprise services, enforce standardized processes, and ensure operational readiness and compliance within a high-stakes, mission-critical ecosystem.

Responsibilities

Strategic Leadership & Operational Management

• Direct and coordinate daily operations across the command’s IT infrastructure, leveraging the Network Operations Center (NOC) for real-time visibility into system health, service availability, and performance.
• Support enterprise-wide IT initiatives and funded projects, ensuring alignment with Steering Group priorities and uninterrupted service delivery.
• Enforce standardized ITSM, lifecycle management, and Service Request Fulfillment processes through TTPs using platforms such as ServiceNow/Ivanti.
• Oversee Change and Configuration Management to maintain an accurate service catalog, ensure proper tracking of configuration items (CIs), and support rapid hardware/software provisioning.
• Conduct proactive performance monitoring and root-cause analysis to identify optimizations and drive continual service improvements.

Team Leadership & Performance Management

• Lead and mentor cross-functional teams across Tier 1, Tier 2/3, and OEM/vendor support.
• Establish and oversee key performance indicators (KPIs), CSAT metrics, and enterprise dashboards such as Xtraction.
• Manage operational escalations using structured notification ladders and provide status updates to command leadership.

Compliance, Risk, & Incident Response

• Ensure compliance with DoD cybersecurity frameworks including FedRAMP, NIST RMF, DISA STIGs, and CTO directives.
• Coordinate vulnerability scanning, threat monitoring, and accelerated patching cycles.
• Lead the full incident response lifecycle using Stratusphere for proactive alerts and CAB-governed change routing.

Required Qualifications

• 14+ years of overall IT experience including 6+ years in comparable DoD/Federal IT Operations Management roles.
• 5+ years leading geographically dispersed technical teams.
• 3+ years of hands-on DoD Information Assurance experience.
• Bachelors in IT, Engineering, or related field and eighteen (18) years or more experience; Masters and sixteen (16) years or more experience; PhD or JD and fifteen years or more experience

Required Certifications: DoD 8570 IAT Level III certification (e.g., CISSP, CASP+, or equivalent). Advanced DoD 8140.03 certifications (Database Administrator 421, Network Operations Specialist 441, System Administrator 451, Portfolio Manager 804).

Desired Certifications: ITIL v4 Foundation or Practitioner Certification.

Preferred Qualifications

• Masters in in Computer Science, IT, Engineering, or related field preferred
• PMP certification.
• Cloud certifications (AWS, Azure, Google Cloud).
• Experience with cloud/hybrid environments, DevOps/DevSecOps, and JIE/ESMF.

Core Competencies

• Expertise in enterprise network architecture, data center operations, and cloud technologies.
• Strong knowledge of DoD compliance frameworks including eMASS, RMF, FISMA, and DISA STIGs.
• Proficiency with ITSM tools including ServiceNow, Ivanti, Xtraction, and Stratusphere.
• Excellent communication skills for leadership interactions and vendor coordination.