Infrastructure Operations Manager

GDIT is seeking an experienced and results-driven Infrastructure Operations Manager to lead and oversee the operations of critical IT infrastructure supporting our client’s technology ecosystem. The ideal candidate will have extensive expertise in IT Service Management (ITSM) covering all key operations domains, ensuring seamless and efficient operations. This role is pivotal in ensuring operational excellence, system reliability, and compliance with defined Acceptable Quality Levels (AQLs) through proactive monitoring, team leadership, and performance management. Your secondary responsibility will be to coordinate surge support to the highly skilled service desk, and to serve as a backup to the service desk manager during times of their absence.  Your tertiary responsibility will be to work with the engineering team and contribute to the design, architecture and implementation of new technology solutions. The selected candidate will foster a high-performing, self-organized, and customer-centric team culture, aligning with GDIT’s core values and the mission of our government client.
The Infrastructure Operations Manager will collaborate closely with cross-functional leads to deliver integrated, high-quality solutions that drive productivity, maintain compliance, and promote continual service improvement.

Key Responsibilities:
•    Communication Management
o    Facilitate communication both horizontally and vertically, fostering relationships and collaboration with direct reports, peers, customers, GDIT leadership and other stakeholders.  Proactively troubleshoot conflicts, enabling win-win outcomes.
•    ITSM Management
o     Support the overall ITSM portfolio including establishing a seamless surge capability among your team for the service desk, providing occasional on-demand VIP support, and occasional video teleconference support.
•    Engineering:
o     Support the engineering function, providing thought leadership and resources to the project teams, facilitating technology solutions focused on the end-user experience.
•    Operational Oversight & Quality Assurance
o    Manage end-to-end infrastructure operations to meet or exceed defined AQLs and service level objectives.
o    Develop and enforce standards, policies, and operating procedures that align with ITIL best practices and ensure continuous service delivery improvements.
o    Lead the proactive identification and resolution of performance, availability, and security risks.
•    Team Leadership & Development
o    Provide direct leadership to a team of infrastructure engineers and support personnel.
o    Foster a culture of accountability, innovation, and continuous improvement.
o    Conduct regular performance evaluations, mentoring, and skills development planning.
o    Establish clear goals and track team KPIs to ensure alignment with client expectations and GDIT’s mission objectives.
•    Infrastructure Operations Management
o    Oversee and manage the daily operations and maintenance of servers, networks, cloud platforms, databases, storage, and endpoint systems.
o    Coordinate patch management, backup/recovery, and disaster recovery operations to ensure system resilience.
o    Lead the team in managing configuration baselines and change control processes to maintain infrastructure integrity.
•    Monitoring & Incident Management
o    Ensure implementation and tuning of enterprise monitoring solutions such as SolarWinds, Dynatrace, or Zabbix to proactively detect and resolve issues.
o    Lead and conduct root cause analysis and corrective/preventive action planning for major incidents.
o    Maintain operational dashboards and periodic health reports for internal leadership and client stakeholders.
•    Collaboration & Integration
o    Partner with task leads across cybersecurity, engineering, application support, IT asset management, PC lab and service desk functions to ensure cohesive and efficient operations.
o    Support seamless handoffs, integrated service delivery, and shared accountability across teams.
•    Customer Satisfaction & Continual Service Improvement
o    Serve as a point of escalation and engagement for client stakeholders on infrastructure performance and improvement initiatives.
o    Solicit feedback, identify service gaps, and implement enhancements that improve the customer experience and operational maturity.

Qualifications:
•    Bachelor’s degree in computer science, Information Technology, or a related field; advanced degrees or certifications are a plus.
•    10+ years of progressive experience in IT infrastructure management with at least 5 years in a leadership or managerial capacity.
•    Proven success in leading infrastructure operations teams and delivering measurable performance improvements.
•    Deep knowledge of infrastructure components, including networking, cloud services, virtualization, storage, and monitoring tools.
•    Experience implementing or working within ITIL frameworks and managing against service level agreements (SLAs) and AQLs.
•    Strong analytical, problem-solving, and communication skills with the ability to make informed decisions in a dynamic environment.
•    ITIL v4 certification is strongly preferred.