Enterprise Support Services Manager

SAIC; Washington (District of Columbia); Remote; USD 120,000 - 160,000; Full time

Job summary

An established industry player is seeking an experienced Enterprise Support Services Manager to ensure the seamless operation and security of critical systems. This role involves managing Tier 2-3 system support and collaborating with infrastructure teams to enhance service delivery. The ideal candidate will possess strong leadership skills, a proven ability to manage teams, and a deep understanding of IT trends and security standards. Join a dynamic environment where your expertise will drive efficiency and innovation across various platforms, making a significant impact on mission-critical solutions.

Qualifications

• 10+ years in IT Infrastructure and Applications.
• Ability to obtain Public Trust Clearance.

Responsibilities

• Lead administration and enhancement of PACSS and manage escalations.
• Oversee enterprise software lifecycle and certificate management operations.

Skills

Team Management

Coaching and Mentoring

Metrics Management

Organizational Skills

Communication Skills

Problem-Solving Skills

Flexibility

Process Documentation

Analytical Skills

Risk Assessment

Education

Undergraduate Degree

Industry Certifications (Microsoft, Oracle, RedHat)

Tools

SCCM

BigFix

Microsoft Purview eDiscovery

Job description

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Job Title: Enterprise Support Services Manager

SAIC is seeking an experienced Enterprise Support Services Manager to join our team supporting a US government agency in the National Capital Region. The role involves ensuring the seamless operation, security, and efficiency of various Enterprise Support Services, with a focus on Tier 2-3 system support and critical systems management. The manager will collaborate with infrastructure and application teams, managing escalations and overseeing infrastructure supporting applications across multiple platforms and enclaves.

Key Responsibilities:

1. Lead administration, testing, troubleshooting, and enhancement of PACSS, coordinating with security vendors and agency teams.
2. Manage the enterprise software lifecycle using SCCM, BigFix, and related tools.
3. Oversee certificate management operations for secure communication.
4. Supervise messaging services, including email system management and content filtering.
5. Ensure synchronization between Entra ID and Active Directory for Office 365, managing scripting for automation.
6. Handle legal and compliance processes involving litigation hold, data collection, and email retention using Microsoft Purview eDiscovery.
7. Oversee patching and firmware updates for workstations and servers, including compliance reporting.
8. Manage physical security support systems like Traka key cabinets, lockers, and Otis dispatch systems.
9. Maintain IT asset configuration baselines for consistency and compliance.
10. Oversee Everbridge platform for emergency notifications.
11. Manage digital signage and wayfinding systems at Headquarters.
12. Create and maintain standardized workstation images for deployment and security.

Qualifications:

Education & Experience:

• Undergraduate degree with 10 years in IT Infrastructure and Applications.
• Current industry-recognized certifications (e.g., Microsoft, Oracle, RedHat).
• Ability to obtain Public Trust Clearance.

Required Skills:

• Proven ability to manage skilled, productive teams.
• Experience in coaching, mentoring, and talent development.
• Managing by metrics, reporting team progress.
• Strong organizational, prioritization, and workload management skills.
• Excellent communication, collaboration, troubleshooting, and problem-solving skills.
• Ability to work independently and in teams.
• Fluency in spoken and written English, capable of handling technical content.
• Ability to thrive in a fast-paced environment with excellent customer service skills.
• Flexibility with work schedules during support surges.
• Process documentation skills.
• Ability to explain complex policies simply.
• Up-to-date on IT trends and security standards.
• Strong analytical and risk assessment skills.

Additional Details:

Target salary range: $120,001 - $160,000. Applications are accepted ongoing without a deadline.

Covid Policy: No vaccination requirement, but site policies must be followed.

Company Overview:

SAIC is a Fortune 500 technology integrator with a focus on mission-critical solutions across defense, space, civilian, and intelligence sectors. Headquartered in Reston, VA, with approximately 24,000 employees and $7.4 billion revenue.

Locations:

Remote work and multiple Washington, DC, area locations.

Employee Resources:

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