IT Operations Manager

Our client is a mid-size IT services company dedicated to delivering flexible, scalable solutions to our customers around the globe when and where their mission dictates.

We partner with our customers to drive innovation, agility, and improved outcomes with our experienced global team. From cybersecurity to operational intelligence, cloud services, software development, and beyond, we are here to help.

We are seeking a full-time Operations Manager to support our government customer in Washington, DC and be the primary interface between the government managers and the Operations team.

This position must be available at the customer’s site up to three days per week.

Duties and Responsibilities :

• Manage a small team of engineers and deskside support personnel.
• Manage all administrative and reporting requirements.
• Assign and ensure tasks are fulfilled by the appropriate team members.
• Monitor fulfillment of tasks in an expeditious manner.
• Ensure excellent service standards are consistently met and demonstrated.
• Respond efficiently to customer inquiries and maintain high customer satisfaction.
• Recognize issues and requests that require escalation.
• Monitor service ticket fulfillment. Ensure established service levels are met for ticket response, update and closure.
• Manage staff scheduling ensuring optimal onsite coverage and responsiveness.
• Mange all infrastructure projects assigned to the operations team.
• Utilize Agile methodology to manage infrastructure projects leveraging sprints and retrospectives.
• Update Infrastructure project status in a weekly DevOps meeting.
• Define standards and process improvements for customer service delivery.
• Work closely with team members to understand their challenges, address performance issues and optimize training.

Required Skills and Abilities :

• An Active Secret clearance is required with the ability to gain a Top-Secret clearance.
• Broad experience and understanding of IT Infrastructure to include networking, and network topography, Microsoft server support and administration in a hybrid environment.
• Understanding of Microsoft Azure Cloud migration and administration.
• Ability to operate in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent project management skills with understanding of agile project principles.
• Ability to multi-task, prioritize, and manage time effectively.
• Must be able to recognize and adhere to SLA’s.
• Ability to analyze requests and incidents for issues or problems and escalate in a timely manner.
• Excellent client management.
• Demonstrated teamwork and collaboration in a professional setting.
• Technical certifications, Azure Administration preferred.

Education and Experience :

• Bachelor’s degree in an IT discipline; applicable work experience may be used as an acceptable substitute.
• 12+ years’ overall experience in a technical environment.
• 7+ years’ experience in a supervisory, or management role managing infrastructure and / or network engineers.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Ray Range : $165,000 - $185,000

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.