IT Operations Manager

Key Responsibilities

• Operational Governance
• Direct day-to-day operations of the command’s IT infrastructure
• Leverage the NOC to monitor system health, service availability, and real-time performance
• Portfolio & Project Oversight
• Support strategic IT initiatives and formally funded projects
• Ensure continuous service delivery in alignment with Steering Group priorities
• Lifecycle Process Control
• Enforce standardized ITSM and Service Request Fulfillment (SRF) processes
• Governed by Tactics, Techniques, and Procedures (TTPs) using ServiceNow/Ivanti
• Asset & Config Control
• Oversee Change and Configuration Management processes
• Maintain an accurate service catalog, configuration items (CIs), and rapid-provisioning hardware/software "benchstock"
• Continual Improvement
• Evaluate system performance trends and root-cause analysis (RCA) data
• Implement pro-active operational upgrades and secure deployment workflows
• Team Leadership & Performance Management
• Tiered Support Oversight
• Lead cross-functional teams spanning Tier 1 (Client Services Technicians) through Tier 2/3 and OEM vendor support
• Performance Metrics
• Establish and manage KPIs, CSAT goals, and enterprise dashboards (e.g., Xtraction)
• To evaluate system efficiency and compliance
• Escalation & Communication
• Implement graduated notification ladders (50%/75%/90% thresholds)
• Prevent SLA breaches and provide direct operational updates to command leadership

Qualifications

• TYPICAL EDUCATION AND EXPERIENCE
• Bachelors and fourteen (14) years or more experience; Masters and twelve (12) years or more experience; PhD or JD and nine (9) years or more experience
• Minimum Experience 14+ years of overall IT experience, including
• 6+ years of experience as an IT Operations Manager in a comparable DoD/Federal environment
• 5+ years of experience leading geographically dispersed technical teams
• 3+ years of hands-on experience with DoD Information Assurance (IA) policy
• Education Bachelor’s degree in Computer Science, IT, Engineering, or related field (Master’s preferred)
• Required Skills & Qualifications
• Experience & Education
• DoD 8570 Active IAT Level III certification (e.g., CISSP, CASP+, or equivalent)
• ITSM ITIL v4 Foundation or Practitioner Certification
• Preferred Skills & Qualifications
• Advanced-level matrix qualifications for Database Administrator (421), Network Operations Specialist (441), System Administrator (451), or IT Investment/Portfolio Manager (804)
• PMP certification; AWS, Azure, or Google Cloud certifications
• Environment Expertise
• Experience in cloud/hybrid environments, DevOps/DevSecOps practices, and familiarity with Joint Information Environment (JIE) or ESMF
• Skills And Competencies
• Infrastructure Management
• Deep expertise in enterprise network architectures, data center operations, and cloud environments
• DoD Frameworks
• Proficient with eMASS, RMF, FISMA, and DISA security compliance policies
• Tooling
• Command Expert knowledge of ITSM enterprise tools (ServiceNow, Ivanti, Xtraction, Stratusphere)
• Stakeholder Collaboration
• Highly developed communication skills to manage relationships between technical staff, leadership, and third-party OEMs

Pay

The target salary range for this position is $160,001 - $200,000.