Develop and execute the IT operations and user experience strategies to ensure service availability, reliability, and scalability across classified and unclassified environments
Define and monitor operational KPIs, SLAs, and Experience Level Agreements (XLAs) to track and enhance service performance and user satisfaction
Establish and maintain runbooks, operational playbooks, and standardized operating procedures to ensure consistent and efficient operations.
Drive a customer-centric IT culture focused on service excellence and operational efficiency
Oversee enterprise-wide incident management, including escalation, communication, root cause analysis, and recovery efforts
Oversee problem management processes to identify systemic issues and eliminate recurring failures
Manage the change management process in partnership with Application Development, Infrastructure, and Security teams to balance speed and risk mitigation
Ensure consistent adherence to ITIL-based service management practices, driving continuous improvement initiatives.
Collaborate with infrastructure and cloud teams to maintain high availability, reliability, and scalability of IT systems
Leverage operational data, automation, and analytics to eliminate root causes and improve service resilience
Manage the enterprise service desk function, ensuring fast resolution times, high-quality support, and positive user experiences
Drive initiatives to enhance quality of service, self-service capabilities, automation, and ticket reduction
Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and collaboration tools) for seamless user support
Improve service turnaround times, quality, and customer satisfaction metrics across all support channels
Partner with Stakeholder Partners to align IT operations with mission and business priorities
Collaborate with Application Development, Infrastructure, and Security teams to support deployments, upgrades, and platform changes
Coordinate with data management teams to ensure operational readiness and support for analytics platforms, data pipelines, and mission-critical services
Ensure operational compliance with NIST, CMMC, and corporate governance frameworks
Participate in OCIO governance forums, contributing to strategy, alignment, and operational planning
Identify and mitigate operational risks, ensuring regulatory and corporate compliance for classified and unclassified environments.
Maintain documentation, controls, and evidence to support audits and meet internal and external regulatory requirements.
Lead and mentor a team of IT operations, service desk, vendor management professionals across multiple locations
Foster a culture of accountability, reliability, and continuous improvement within the team
Develop training, certification, and career development plans to build a high-performing workforce
Oversee vendor and managed service provider relationships, ensuring cost-effectiveness, performance, and value delivery
Manage budgets, resource allocation, and co-sourcing arrangements to optimize operational efficiency
Support organizational growth and productivity improvements by continuously evaluating and enhancing IT infrastructure and operations
Drive innovation through data-driven insights, automation, and continuous improvement initiatives
Deliver measurable value through operational excellence, cost optimization, and exceptional user experiences.

Requirements

Bachelor’s degree in computer science, Information Systems, or a related field is required
A minimum of (10) years of progressive IT leadership experience, with at least 5 years in senior IT operations, service delivery, or enterprise IT roles is required
Must be extremely customer-focused, solution-oriented and results-driven
Exceptional communication and stakeholder management skills, with the ability to influence and align cross-functional teams and executive leadership
Demonstrated success in leading large, geographically dispersed teams, managing budgets, and delivering enterprise-scale IT services
Strong strategic thinking, problem-solving, and decision-making skills with the ability to manage complex projects and deliver results on time and within budget
Expertise in ITIL frameworks, and IT service management processes, including incident, problem, and change management
Proven ability to lead and motivate diverse teams, fostering a culture of accountability, collaboration, and continuous improvement.

Benefits

Comprehensive health care and wellness plans
Paid holidays, sick time, and vacation
Standard and alternate work schedules, including telework options
401(k) Plan — Employees receive a total company-paid benefit of 8%, 10%, or 12% of eligible compensation based on years of service and matching contributions; employees are immediately eligible and vested in the plan upon hire
Flexible spending accounts
Variable pay program for exceptional contributions
Relocation assistance
Professional growth and development programs to help advance your career
Education assistance programs
An inclusive work environment built on teamwork, flexibility, and respect

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT operationsservice deliveryincident managementproblem managementchange managementITILdata managementanalyticsautomationservice desk management

Soft Skills

customer-focusedsolution-orientedresults-drivencommunicationstakeholder managementstrategic thinkingproblem-solvingdecision-makingteam leadershipcollaboration

Certifications

Bachelor’s degree in computer scienceBachelor’s degree in Information SystemsITIL certification