Enterprise Operations Lead

Position Overview

The Enterprise Operations Center (EOC) Lead is responsible for leading and operating the Enterprise Operations Center, which serves as the Tier 1.5 operational hub for enterprise infrastructure and service oversight in a large, distributed IT environment. The EOC Lead directs day-to-day operational execution, enterprise incident coordination, and Tier 1.5 service support, ensuring consistent situational awareness and effective response across the enterprise.

During after-hours periods and peak operational demand, the EOC also provides surge support to the internal service desk (Tier 1). The EOC Lead is accountable for coordinating this surge support, maintaining service continuity, and ensuring effective escalation to higher-tier support teams as required.

Scope Of Work / Responsibilities

Enterprise Incident Response & Operational Oversight

• Lead enterprise incident response activities, coordinating across infrastructure, platform, application, security, and service desk teams
• Maintain continuous situational awareness and provide clear, timely operational updates to government stakeholders and leadership
• Ensure incidents are triaged, escalated, and resolved in accordance with ITIL-aligned incident and problem management practices and aligned with established customer processes, policies, and procedures
• Act as the operational decision point during incident events, particularly when teams are geographically dispersed
• Prepare and deliver executive and senior leadership incident debriefings, both verbally and in writing, translating technical details into clear, concise summaries that include business impact, response actions, timelines, current status, and recommended follow-up actions, tailored for non-technical audiences
  
  

Tier 1 & Tier 1.5 Support Operations

• Provide leadership and oversight for Tier 1 service desk surge support, augmenting enterprise service desk operations during peak demand or after hours
• Oversee Tier 1.5 support for infrastructure and compute-related issues requiring technical analysis beyond Tier 1
• Oversee execution of user access management requests, including provisioning, modification, and deprovisioning
• Ensure timely and accurate escalation of incidents to Tier 2, Tier 3, and Tier 4 support teams, coordinating across infrastructure, platform, application, and vendor teams to drive rapid engagement and resolution, based on sound technical judgment and established customer policies, procedures, severity definitions, and service-level expectations
• Ensure clear ownership, documentation, and handoff during escalations, including context, troubleshooting performed, and impact assessment
• Monitor ticket volumes, queue health, backlog aging, and escalation effectiveness across EOC functions, adjusting priorities and staffing as required
  
  

Reporting, Metrics, and Performance Management

The EOC Lead is responsible for tracking, analyzing, and reporting operational performance metrics and providing regular summaries to government leadership. Metrics include, but are not limited to:

• Incident volumes and trends by priority (P1-P4), source, and scope, including incidents requiring executive communication or agency-wide notification
• Effectiveness of incident detection, including the ratio of automated versus manually reported incidents
• Timeliness of incident response, including Mean Time to Acknowledge (MTTA), Mean Time to Bridge for high-severity incidents, and Mean Time to Resolve (MTTR)
• Compliance with initial notification timelines and ongoing update cadence expectations
• Quality and accuracy of incident communications, including completeness of impact and resolution statements and adherence to established standards
• Service performance indicators such as incident reopen rates and overall resolution effectiveness
• Stakeholder satisfaction and feedback related to incident communications and transparency, as applicable
• Provide regular performance briefings and written reports to government stakeholders, highlighting trends, risks, and improvement actions
  
  

Team Leadership, Training, and Readiness

• Lead contractor staff assigned to the EOC, ensuring adequate coverage across extended hours and future 24×7 operations
• Develop and maintain training plans, including onboarding, cross-training, and readiness exercises
• Prepare staff to operate effectively during high-pressure incidents and service desk surge conditions
• Evaluate team performance against defined objectives and recommend corrective or improvement actions
  
  

24×7 Operations & On-Call Responsibilities

• Support current EOC operations from 6:00 AM to midnight, with readiness to transition to 24×7 operations during peak business or mission-critical periods
• Serve in an on-call operational leadership capacity, providing escalation handling, decision support, and coordination during after-hours incidents
  
  

Ensure continuity of operations through effective shift handoffs, documentation, and escalation procedures

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of seven (7) years of progressively responsible experience in enterprise IT operations, service delivery, or incident management; additional relevant experience may be considered in lieu of a degree
• Strong working knowledge of ITIL and ITSM practices, applied in real operational environments
• Strong technical background sufficient to lead Tier 1 and Tier 1.5 support and make informed operational decisions
• Proven ability to manage distributed teams and lead during incident conditions
• Experience producing operational reports, KPIs, and executive summaries
• Ability to remain composed, decisive, and effective under high-stress, time-sensitive conditions
  
  

Preferred Qualifications

• ITIL certification or formal ITSM training (preferred, not required)
• Experience supporting government or other regulated, mission-critical environments
• Experience operating or transitioning to 24×7 support models
  
  

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance