Senior Information Systems Manager – Operations Lead

Role Overview

• The Operations Lead is the senior accountable for the full operations technical area across CNIC F&FR's enterprise environment.
• You will lead the Operations workforce — Training/Development Consultants, Systems Administrators, and Support Specialists — and own the four operational scopes the PWS specifies: data conversion, training and change management, troubleshooting and resolution support, and cloud managed services.
• Sit alongside the Cybersecurity Lead and Network Lead at the weekly Integration Review and Joint Change Advisory Board so operational changes are evaluated for cross-domain impact before they reach production.
• Tier II and Tier III service desk operations supporting 17,000+ users across 70+ installations — incident triage, system-down response, and performance issue resolution against the SLA targets defined in each task order.
• Patching, bug fixes, and operational sustainment of live systems of record across the enterprise application portfolio.
• Data conversion engagements — planning, pre-conversion data analysis, execution, and post-conversion validation against business acceptance criteria.
• Cloud managed services — daily operation of the shared enterprise environment, dedicated IA support, and DevOps pipelines automating code and database schema deployments into UAT.
• Enterprise-wide training programs and change management and communications for system rollouts — directing Training/Development Consultants on the team in collaboration with the Quality Manager.
• Workforce leadership across Training/Development Consultants, Systems Administrators, Support Specialists.
• Standing seat on the weekly Integration Review and Joint Change Advisory Board (JCAB).

Requirements

• Active ITIL v4 Foundation certification at minimum; ITIL Managing Professional or Strategist preferred.
• 10+ years progressive operations and service management leadership in federal IT or comparable enterprise environments.
• Demonstrated experience leading Tier II/III support teams supporting enterprise applications (ERP, HR/payroll, financial, POS, or BI) at multi-site scale.
• DevOps and cloud experience — AWS, Azure, or GCP certification at the DevOps Engineer or Solutions Architect level, with hands-on experience automating CI/CD pipelines into UAT and production.
• Direct experience leading or coordinating data conversion engagements across enterprise systems.
• DoD 8140 / 8570 IAT Level 2 baseline certification (Security+ or equivalent).
• Working knowledge of change management methodology (Prosci ADKAR, Kotter, or equivalent) and enterprise training program leadership.
• U.S. citizenship; ability to obtain and maintain the appropriate background investigation level.

Tech Stack

• AWS
• Azure
• Cloud
• Cyber Security
• ERP
• Google Cloud Platform