Remote Sr. Manager End User Operations; VA ESOM

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is seeking an experienced Senior Manager for End User Operations to support our VA ESOM Endpoint Support and Operations Monitoring contract across the United States. This position requires a leader who is not only operationally strong but strategically minded, forward‑thinking, and highly knowledgeable in navigating complex Federal Government contracts.

The Senior Manager for End User Operations provides high‑level strategic and operational leadership across multiple client sites, ensuring the consistent and efficient delivery of IT support services. This role is responsible for overseeing a geographically dispersed team of 800+ employees. A deep understanding of federal contracting, including compliance, performance measurements, and risk mitigation, is essential to ensuring client satisfaction, SLA adherence, operational efficiency, and long‑term contract success.

Location: Telework approved; travel required to regional locations as needed and will support Eastern Time working hours.

Leadership & Oversight:

• Lead, mentor, and develop management teams (Project Managers) overseeing large, distributed IT support organizations.
• Foster a culture of accountability, continuous improvement, strategic awareness, and operational excellence.
• Ensure team alignment with organizational goals, client requirements, and federal contract standards.

Service Delivery Management:

• Oversee IT support operations across multiple client sites, ensuring full adherence to SLAs, KPIs, and contract‑specific performance metrics.
• Drive consistency, standardization, and strategic process alignment across all sites.
• Monitor performance at daily, weekly, and monthly intervals to ensure service quality and proactive issue resolution.
• Develop, interpret, and communicate metrics that demonstrate the program’s value and mission impact.

Client Engagement:

• Serve as the escalation point for high‑impact issues, ensuring rapid response and transparent communication.
• Serve as main client contact or Federal Program Managers and IT Supervisors.
• Partner with client stakeholders to anticipate evolving needs and recommend strategic improvements or changes in service delivery.

Operational Excellence:

• Implement best practices for workforce planning, resource allocation, and contract‑aligned staffing strategies.
• Champion automation and tool optimization to enhance efficiency and contract performance.
• Continuously refine ITIL‑aligned processes for incident, problem, and change management.

People Management & Development:

• Build leadership capabilities within the management team through coaching, training, and strategic career development.
• Conduct performance reviews, establish goals, and design succession plans for critical roles.
• Partner with HR to address employee relations and workforce development in alignment with contract expectations.
• Promote team engagement to ensure employees remain mission‑focused and supported.

Budgeting & Reporting:

• Develop and manage the program budget, ensuring alignment with contract requirements and financial forecasts.
• Prepare executive‑level reports highlighting service performance, client satisfaction, operational risks, and forward‑looking strategic recommendations.

Salary Range
: $165–172K, dependent on geography, market conditions, skills, experience, education, and overall qualifications.

Education:

• Bachelor’s degree in computer science, electronics engineering, or other technical disciplines

Experience:

• 10+ years in IT service delivery or support, including 5+ years managing Project Managers, Help Desk Managers, and large teams.
• Proven experience overseeing large, geographically dispersed…