IT Operation Manager, Senior

Clearance Level
Project/Task Management
Washington, District of Columbia

REQ#: RQ49061

Travel Required: 10-25%
Job Description

GDIT supports our federal customer by leveraging leading-edge IT solutions to improve the customer's mission effectiveness while continuously seeking opportunities to increase efficiency. Under the Information Technology Support Services (ITSS) contract, our organization's 110-member team delivers the full breadth of IT services, including infrastructure engineering and operations, software development and maintenance, cyber security, enterprise architecture support, and document processing. We also provide document processing capabilities in support of the agency’s regulatory mission. We are looking for the best and brightest talent to help the customer realize mission-enabling benefits from implementing leading-edge technologies.

As a member of the program leadership team, the IT Operations Manager leads the program’s Infrastructure Operations Team and IT Services and Support Team, which are comprised of 40 team members. The IT Infrastructure team is responsible for network operations; Windows administration; patching and vulnerability remediation; Windows server administration; Cisco network; software distribution and asset management; database support; and storage, SAS, Citrix, and F5 administration. The IT Services and Support Team staff the IT Services Center, which includes call center (Tier I), deskside support and administration (Tier II), and systems and data center management (Tier III). The team uses the Remedy Action Request System (ARS) as the IT Service Management (ITSM) toolset.

The IT Operations Manager:

  • Manages resources across IT Operations on a daily basis based on client priority, ITIL best practices, O&M responsibilities and continual improvement plans. On a daily basis, manages customer interactions and expectations by communicating O&M and SLA status, critical ticket status and remediation activities, and task actions. .
  • Initiates and plans IT Operations tasks and manages execution by controlling scope, budget, schedule, quality, risk, customer satisfaction in accordance with the contract requirements.
  • Works on the team by initiating and advocating activities that enhance team performance in accordance with ITIL best practices for Service Desk and IT Operations.
  • Manages and supports team members’ professional development by mentoring team members and providing feedback on performance.
  • Provides technical leadership to the team to ensure appropriate resources and approaches are utilized to address incidents / outages and technology improvement plans.
  • Ensures reporting is sufficient to control and improve IT operations, including managing SLAs, capacity planning, root cause analysis on top trouble tickets, and after actions completed for incidents and outages.
  • Participates in program reviews.

Characteristics of an IT Operations Manager who will thrive on the ITSS program include:

  • Strong writing and verbal communication skill
  • Strong leadership skills to manage a diverse set of technical team members and multiple customer priorities
  • Ability to prioritize task and balance competing priorities
  • Strong organizational skills to track and manage priorities and trouble tickets in a diverse and fast-paced environment.
  • Exceptional customer service focus and focus on continuous improvement.

Years Of Experience: 10+ Years

Education: Bachelors’s Degree (experience may substitute for education)

Required Experience
  • Previous experience managing a service desk.
  • Hands-on experience with infrastructure and data center operations, Cisco networks, VPN solutions, Storage management, capacity planning, and disaster recovery.
  • Proficiency using an ITSM tool.
  • Experience operating and implementing ITIL best practices within a Service Desk and IT Infrastructure organization
  • Strong IT Operations experience within a Federal Agency

Desired Experience and Certifications

  • Experience using the Remedy ARS
  • ITIL v3
  • Project Management Professional (PMP)

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.