ETO Enterprise Service Manager

Role Description At Rincon Research Corporation, our primary business is innovating, developing, and fielding digital signal processing (DSP) products and services for the United States Defense and Intelligence Communities in support of national security. As the Enterprise Service Manager, you will lead both the Service Delivery and Systems Operations teams within Enterprise Technology and Operations (ETO), managing the operational run-engine that supports our employees, systems, and distributed facilities. You will direct end-user support, workstation deployments, scheduled patching execution, vulnerability remediation, and asset lifecycles across Windows and Linux environments. This is an on-site position requiring technical fluency, disciplined service management expertise, and proven experience leading multi-site technical teams. You will unify user-facing service delivery with back-end systems maintenance, setting the standard for operational execution, ticket documentation, and customer service. The ideal candidate pairs a background in ITIL-aligned service desk leadership with practical knowledge of systems administration, patching cycles, and compliance frameworks. Tasks and Responsibilities

• Lead day-to-day operations across the Service Delivery and Systems Operations teams, managing queues, workload distribution, and ticket quality
• Enforce service level agreements (SLAs) for incident resolution, request fulfillment, patching cadences, and vulnerability remediation across all sites
• Serve as the primary escalation point for critical service incidents and high-impact operational blockers, driving swift resolution
• Oversee ServiceNow platform workflows, routing rules, self-service catalog offerings, and operational dashboards
• Oversee the execution of routine OS patching and scheduled maintenance cycles across enterprise Windows and Linux systems
• Coordinate with Cyber Operations to intake vulnerability assessment findings and drive execution of required system updates and configuration changes
• Track endpoint compliance against corporate baselines, driving automated and manual remediation of non-compliant assets
• Supervise structured staff rotations between frontline support and systems administration to cross-train technicians and balance workload demand
• Hire, develop, mentor, and evaluate a team of service delivery technicians, systems administrators, and procurement specialists across multiple locations
• Establish standard operating procedures (SOPs), onboarding roadmaps, and technical documentation to ensure consistent operations
• Supervise enterprise IT asset management, hardware inventory levels, purchasing workflows, and equipment deployment cycles
• Coordinate operational IT needs for facilities, including moves, adds, changes, and conference room technology maintenance

Required

• DOD 8570 Compliance within first 90 days (CompTIA Security+)
• Active TS/SCI Security Clearance

Education, Experience

• A Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; or equivalent practical experience in enterprise IT leadership
• 5 years of experience in IT or related field

Desired skills:

• ITIL v3 or ITIL 4 Foundation or Managing Professional certification
• Hands-on background with automated deployment and patching platforms (e.g., WSUS, MECM/SCCM, Ansible, Satellite)
• Experience leading IT operations across geographically distributed office locations and classified or defense-adjacent environments
• Practical experience designing and optimizing ServiceNow workflows, request catalogs, and performance analytics dashboards