Senior Manager for End User Operations

Role Description

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.

Responsibilities

• 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.

Qualifications

• 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.

Requirements

• 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.

Preferred Skills

• 5+ years of supporting the Department of Veterans Affairs.
• PMP certification.
• Experience with personnel management and employee relations.
• Knowledge of end-user technologies.

Clearance Requirement

• US Citizen or Green card holder.
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Funds for activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to building a positive workspace for creativity and innovation.