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.