IT Operations Manager

Bachelor’s degree in information technology, cybersecurity, business administration, or a related field. Minimum 8 years of progressive IT operations experience. At least 3 years in a leadership role. Experience supporting federal or DoD programs. Strong background in IT operations, ITSM, endpoint management, and cloud platforms. Strong communication, documentation, and customer support skills. Proficiency in Intune, Entra, Microsoft 365, and common ITSM tools. Strong analytical skills and experience working with KPIs and operational metrics. ITIL (Foundation or higher) certification. COBIT certification. Project Management Fundamentals, PMP, or PMI-ACP. Lean/Six Sigma for process improvement. CompTIA Security+ certification. Microsoft, AWS, Azure, or other infrastructure/cloud certification.

Lead daily Service Desk operations, SLAs, escalations, and ticket quality. Monitor queues and workload for consistent user experience. Review repeat issues and drive root cause fixes. Manage Intune, device compliance, and patch cycles. Maintain EDR health, OS updates, software deployment, and incident response readiness. Maintain imaging, provisioning, and decommissioning standards. Oversee identity management in Entra, network health, and VPN stability. Coordinate with MSP or MSSP partners on escalated issues. Monitor uptime, alerts, and service health for core SaaS platforms. Maintain and improve incident management, request fulfillment, access management, change management, and problem management. Lead CAB meetings and ensure documented approvals for production changes. Prepare weekly operations reports and monthly KPI summaries. Deliver updates to the IT Steering Committee and Cyber Council. Maintain structured change control processes. Supervise IT Support Specialists and contractors. Build training plans and growth pathways. Conduct coaching, performance reviews, and quality audits of tickets and user support. Align processes to policy, federal requirements, and NIST based standards. Maintain logs, access records, and operational evidence for audits. Lead preparations for internal or customer driven audits.