IT Operations Manager

IT Operations Manager

Seize your opportunity to make a personal impact as the IT Operations Manager leading our Service Desk, overseeing ServiceNow administration and processes, and managing Local Field Support teams. The ideal candidate will ensure operational excellence in IT support services, drive continual improvement, and align IT operations with business needs.  The IT Operations Manager will lead and manage the IT Service Desk team to deliver high-quality end-user support, ensure SLAs, KPIs, and customer satisfaction targets are met or exceeded, monitor and analyze support trends to drive improvements and reduce ticket volume. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.

At GDIT, people are our differentiator. As the IT Operations Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on the IT Operations Manager joining our team to ensure our customer has the IT support and resources it needs to serve the American public.

HOW THE IT OPERATIONS MANAGER WILL MAKE AN IMPACT

• Displaying strong IT project management skills such as the ability to create and execute project plans, allocate resources, meet deadlines, guide teams, and coordinate activities.

• Communicating effectively with stakeholders, team members, and senior management.

• Developing and implementing IT support policies, processes, and standards.

• Collaborating with other IT leaders and departments to align support strategies with broader IT goals.

• Reporting regularly on service performance and initiatives to senior leadership.

• Displaying an in-depth understanding of the contract terms, deliverables, and performance metrics.

• Utilizing budget management skills to track billing, allocate resources, and ensure cost-effectiveness while helping to monitor financial aspects of the contract.

• Ensuring services meet quality standards and contractual requirements while implementing GDIT’s processes for continuous improvement.

• Identifying and mitigating risks related to contract performance and developing pertinent contingency plans.

• Managing and coordinating on-site technical support across multiple locations.

• Ensuring timely resolution of hardware, software, and network issues.

• Developing field support processes and documentation to ensure consistency and quality.

• Collaborating with subcontractors, vendors, and external partners to ensuring timely delivery of services.

• Streamlining processes and optimizing resource utilization by monitoring service levels and addressing any bottlenecks.

• Maintaining accurate records of operational activities, including preparing regular reports on contract performance.

• Prioritizing user satisfaction and addressing any concerns promptly.

WHAT YOU’LL NEED TO SUCCEED:

• Education: A Bachelor’s Degree in a relevant field such as computer science, information technology, or business administration; and a PMP or an ITIL Certification are required, ServiceNow Administrator certification a plus.

• Experience: at least eight (8) years of experience in management of IT projects, including resource allocation, project planning, and timely delivery of services.

• Security clearance level: All contract personnel must pass a background check and are required to be U.S. persons.

• Skills and abilities: Experience with stakeholder engagement, reporting, change and incident management audits or compliance frameworks, excellent communication, leadership, and problem-solving skills. while serving a large VIP population.

• Location: Washington, D.C.

• Visa sponsorship is not offered

#Senate #GDIT #ITOPS

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you build your skills and own your career

• Professional growth opportunities including paid education and certifications

• Rest and recharge with paid vacation and 10 company-paid holidays