Note: The job is a remote job and is open to candidates in USA. Kentro is a company dedicated to innovation and collaboration, seeking a Senior Manager for End User Operations to lead their VA ESOM Endpoint Support and Operations Monitoring contract. The role involves providing strategic and operational leadership across multiple client sites, ensuring efficient delivery of IT support services while managing a large team and maintaining compliance with federal contracting standards.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- Bachelor's degree in computer science, electronics engineering, or other technical disciplines
- 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 teams supporting Federal clients
- Demonstrated success leading multi‑site IT operations and teams of 400+ employees
- Demonstrated experience in End User and Endpoint Engineering Strategies
- Strong background in ITIL, incident management, and customer support operations
- Experience applying strategic foresight and innovative approaches to challenges across distributed teams
- Experience with managing diverse teams comprised of employees and subcontractors including knowledge of joint employment principles
- Exceptional leadership and communication abilities
- Strong analytical and problem‑solving skills with a data‑informed approach
- Ability to build strong client relationships and manage complex escalations
- Experience with ITSM systems, KPI reporting, and workforce management tools
- Ability to prioritize, self‑direct, and drive initiatives with minimal oversight
- Strong messaging and team‑building capabilities to maintain cohesion and momentum
- Strategic thinking with a focus on operational excellence and mastery of federal contracting expectations
- Ability to influence, inspire, and guide large, diverse teams toward long‑term success
- Strong Communication skills able to develop presentations for SES-level clients
- US Citizen or Green card holder
- Willing and able to obtain and maintain Public Trust Clearance
- Must meet updated ID requirements
- 5+ years of supporting the Department of Veterans Affairs
- PMP certification
- Experience with personnel management and employee relations
- Knowledge of end‑user technologies
Company Overview