IT Operations Manager - TS / SCI with Polygraph

IT Operations Manager

Transform technology into opportunity as an IT Operations Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate. We are seeking a proactive and customer-focused IT Operations Manager to oversee our frontline IT support team. This role combines technical expertise with leadership, ensuring timely and high-quality support for end-users while mentoring and guiding a team of Help Desk Technicians. The ideal candidate will have a solid background in Microsoft technologies-particularly Microsoft Azure and Microsoft 365-as well as a passion for delivering exceptional customer service.

Key Responsibilities :

• Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement.
• Serve as the escalation point for complex or high-impact support issues.
• Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues.
• Ensure accurate documentation of incidents, solutions, and procedures.
• Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.
• Collaborate with other IT teams to resolve recurring problems and implement long-term solutions.
• Develop and deliver training and guidance to team members on new tools, technologies, and processes.
• Generate performance metrics and reports for leadership review.
• Development and refinement of standard operating procedures and knowledge base articles.

Required Qualifications :

Desired Qualifications :

What You'll Need To Succeed :

GDIT IS YOUR PLACE :

The likely salary range for this position is $119,870 - $162,178. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours : 40. Travel Required : Less than 10%. Telecommuting Options : Onsite. Work Location : USA VA McLean. Additional Work Locations : None.