Enterprise Service Desk Operations Manager- Oklahoma City, OK (Secret)
Enterprise Service Desk Operations Manager- Oklahoma City, OK (Secret)
Posted on :
23-06-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 77300 - 170200
Vacancy
1 Vacancy
Posted on :
23-06-2025
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps. Unless specifically stated otherwise this role is On-Site
Enterprise Service Desk Operations Manager
The proposed salary range for this position is: $77300 - $170200
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
* * *
The Opportunity:
The company is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force.
The company has an excellent opportunity for an experienced self-directedEnterprise Service Desk (ESD) Operations Manager.As a senior manager you are responsible for overseeing the day-to-day operations across multiple support functions while driving strategic initiatives to enhance service delivery improve efficiency and ensure a high-quality customer-focused support experience.
Responsibilities:
Responsible for leading and overseeing the day-to-day operations of enterprise-level IT support services ensuring efficient high-quality and customer-focused delivery. This role manages service performance staffing and support processes with a focus on meeting service level agreements (SLAs) improving operational efficiency and aligning support functions with organizational goals. Acting as a strategic leader and escalation point drives continuous improvement initiatives fosters team development and collaborates across the program to enhance the end-user experience.
- Oversee 24/7 enterprise service desk operations ensuring service continuity rapid incident response and alignment with DoD mission requirements and ensure SLAs are consistently met or exceeded.
- Act as a key decision-maker for real-time response and operational reporting while driving process improvements and overall service desk efficiency.
- Provide strategic leadership for global IT support operations critical to DoD mission readiness. Ensure the service desk aligns with priorities delivering secure timely and reliable support.
- Serve as a senior advisor to stakeholders connecting daily operations with long-term strategies by driving performance accountability and excellence.
- Guide hands-on learning mentoring and coaching to equip team members for evolving challenges and build a resilient skilled workforce.
- Drive service desk modernization by implementing automation virtual agents AI/ML tools and self-service solutions to speed resolution and lower costs. Evaluate emerging technologies to ensure an agile scalable support environment aligned with future-force IT architecture boosting mission readiness and user satisfaction.
- Lead performance reporting briefings and service quality assessments delivering actionable insights to your team and program leaders. Analyze trends identify recurring issues andconduct root cause analysis to drive improvements and ensure mission continuity.
Qualifications: (Please have following requirements listed on resume before submitting for position):
Required:
- Must be able to obtain and maintain a DoD Secret Clearance
- 15 Years of Service Desk or IT support experience. (Bachelors Degree may be substituted for 5 years of experience).
- 5 years in a leadership role overseeing service desk or IT operations
- Demonstrated experience managing large-scale IT support teams (100 personnel)
- Strong understanding of ITIL principles and incident problem and change management
- Experience ensuring SLA compliance workforce scheduling performance management and service delivery optimization
- Ability to lead in a 24/7 operational environment with mission-critical systems.
Desired:
- Experience supporting DoD or Department of the Air Force user environments
- ITIL v4 Foundation certification (or higher)
- DoD 8570/8140 baseline certifications (e.g. Security CE CASP CISSP etc.)
- Familiarity with ServiceNow or similar enterprise ITSM platforms
- Background in continuous improvement including implementation of automation AI/ML or self-service tools
- Masters degree in IT Management Cybersecurity or related field
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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