REQ#: RQ202847Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Transform technology into opportunity as an IT Operations Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

We are seeking a proactive and customer-focused IT Operations Manager to oversee our frontline IT support team. This role combines technical expertise with leadership, ensuring timely and high-quality support for end-users while mentoring and guiding a team of Help Desk Technicians. The ideal candidate will have a solid background in Microsoft technologies—particularly Microsoft Azure and Microsoft 365—as well as a passion for delivering exceptional customer service.

Key Responsibilities:

Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement.

Serve as the escalation point for complex or high-impact support issues.Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues.Ensure accurate documentation of incidents, solutions, and procedures.Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.Collaborate with other IT teams to resolve recurring problems and implement long-term solutions.Develop and deliver training and guidance to team members on new tools, technologies, and processes.Generate performance metrics and reports for leadership review.Development and refinement of standard operating procedures and knowledge base articles.

Required Qualifications:

8+ years of experience in a Help Desk or IT Support role, with at least 1 year in a leadership or supervisory capacity, and some experience in a SCIF environment.Strong knowledge and hands-on experience with Microsoft 365 (including Exchange Online, OneDrive, SharePoint).Strong knowledge and hands-on experience with IT hardware and software such as printers, uninterrupted power supply (UPS), COTS and GOTS applications, and data transfer requests.Working knowledge of Microsoft Azure, particularly Azure AD and basic cloud infrastructure concepts.Working knowledge of VTC systems such as Microsoft Teams, WebEx, and Skype.Excellent interpersonal and communication skills with a proven ability to lead a customer-service-oriented team.Familiarity with ticketing systems such as ServiceNow.Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Desired Qualifications:

ITIL certification or knowledge of ITIL best practices is a plus.Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong advantage.

WHAT YOU’LL NEED TO SUCCEED:

Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.Experience: 5+ years of relatedSecurity Clearance Level: TS/SCI with PolygraphLocation: McLean, VA - On Customer SiteU.S. Citizenship Required

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

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