Posted today
Secret
$120,001 - $160,000
Unspecified
Remote/Hybrid• (Off-Site/Hybrid)
Description
SAIC is seeking an experienced Technical Operations Manager to lead enterprise IT service operations, manage Tier 2/3 support teams, and ensure reliable delivery of collaboration, communication, and knowledge‑management services. This role requires strong leadership, deep service‑management expertise, and hands‑on experience supporting large‑scale Army or DoD IT services, including Army 365.This position is 100% Remote/Work From Home.
The Technical Operations Manager will be responsible for but not limited to the following:
Qualifications
Required Education:
Required Clearance:
Required Skills:
Desired Certifications:
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC is seeking an experienced Technical Operations Manager to lead enterprise IT service operations, manage Tier 2/3 support teams, and ensure reliable delivery of collaboration, communication, and knowledge‑management services. This role requires strong leadership, deep service‑management expertise, and hands‑on experience supporting large‑scale Army or DoD IT services, including Army 365.This position is 100% Remote/Work From Home.
The Technical Operations Manager will be responsible for but not limited to the following:
- Lead daily IT service operations and supervise Tier 2/3 support technicians.
- Ensure timely resolution of escalated incidents, service requests, and complex technical issues.
- Drive incident response, root ‑ cause analysis, and corrective action planning.
- Maintain and update SOPs, runbooks, technical guidance, and operational documentation.
- Monitor service performance, identify trends, and implement improvements to enhance reliability and user experience.
- Coordinate with mission partners, vendors, and leadership to support operational readiness and service delivery.
- Establish work standards, assign and review tasks, and ensure alignment with organizational goals.
- Support enterprise ‑ level initiatives including contract support, technical writing, and project management activities.
- Develop and deliver service reporting, KPIs, SLAs, and operational dashboards.
- Ensure compliance with DoD and Army policies related to cybersecurity, retention, and data governance.
- Apply ITSM best practices to improve service quality, process maturity, and operational efficiency.
- Analyze data to identify trends, gaps, and opportunities for continuous improvement.
- Support and enhance collaboration and knowledge ‑ management services using Microsoft 365 and Army 365 tools (SharePoint, Teams, Power Automate, Copilot, Exchange Online, Intune).
- Maintain content governance, metadata standards, permissions, and search optimization.
- Improve information accessibility, content quality, and digital knowledge ‑ sharing practices across the organization.
- Build or refine automated workflows using Power Automate to streamline business processes.
- Oversee operational stability and service performance for M365/A365 collaboration tools.
- Partner with business units to improve documentation, workflow efficiency, and user adoption of digital tools.
Qualifications
Required Education:
- Bachelor's degree and fourteen(14) years' experience; additional four (4) years' experience can be considered in lieu of degree.
Required Clearance:
- Must possess an active Secret security clearance with the ability to obtain and maintain a Top Secret clearance; US Citizenship required.
Required Skills:
- Experience managing or supervising Tier 2/3 support teams in a large enterprise or service desk environment.
- Familiarity with Microsoft 365/Army 365 services including SharePoint, Teams, Power Automate, Exchange Online, and Intune.
- Strong understanding of ITILv4, ITSM practices, and enterprise service ‑ management frameworks.
- Experience supporting Army or DoD IT environments, policies, security requirements, and governance frameworks.
- Ability to troubleshoot complex technical issues and coordinate cross ‑ functional resolution.
- Experience developing SOPs, operational documentation, and service workflows.
- Strong communication skills with the ability to work effectively with leadership, mission partners, and end users.
- Ability to analyze data, identify trends, and drive process improvements.
- Experience with ServiceNow or equivalent ITSM platforms.
Desired Certifications:
- Certifications such as ITILv4 Foundations, Security+, Lean Six Sigma Black Belt, MCSE, or equivalent highly preferred.
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
group id: 10111346
