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 technologiesparticularly Microsoft Azure and Microsoft 365as 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 :

Total Rewards at GDIT : Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work / life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans