Note: The job is a remote job and is open to candidates in USA. Kentro is a dynamic community of experts committed to advancing customer missions and fostering professional growth. They are seeking a Senior Manager for End User Operations to provide strategic and operational leadership across multiple client sites, ensuring efficient delivery of IT support services while overseeing a large team and managing federal contracts.
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
Benefits
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks
- Rewards
- Education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations
- Flexibility for you to take a course, complete a certification, or other professional growth and networking
- Funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
- Host and attend charity galas/events
Company Overview