Poly

GD Information Technology•Tysons Corner, VA

14h•Onsite

About The Position

Seize your opportunity to make a personal impact as an IT Operations Manager supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiators. As an IT Operations Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on an IT Operations Manager joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer. We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance. We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us! HOW AN IT OPERATIONS MANAGER WILL MAKE AN IMPACT Manage Tier 1 and Tier 2 Operations teams, ensuring high performance and accountability Oversee the day-to-day IT operations support, resolving escalated technical issues and maintaining business continuity Ensure compliance with defined SLAs and KPIs , regularly reporting on performance metrics and service trends Develop, implement, and continuously refine IT service management processes, including incident, request, problem, and change management Manage and optimize ticketing systems and ITSM platforms to streamline workflows and improve response times Collaborate with cross-functional teams to align IT support activities with business needs Maintain documentation, knowledge bases, and standard operating procedures (SOPs) Drive initiatives for continuous improvement, team training, and end-user satisfaction Required Skills Solid understanding of service desk best practices and experience with ITSM tools (e.g., ServiceNow) Familiarity with ITIL framework and lifecycle practices Strong technical knowledge of Windows, Active Directory, Office 365, and basic networking principles Demonstrated success managing team workflows, prioritizing tasks, and delivering measurable improvements in support delivery Excellent communication and interpersonal skills, with the ability to manage conflict, motivate teams, and influence without authority WHAT YOU’LL NEED TO SUCCEED: Education : Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science) Required Experience : 6+ yrs of directly related professional work experience, at least 2 in a leadership or managerial position Required Certifications : ITIL expert, PMP Security Clearance Level : TS/SCI with active polygraph Location : Tysons, VA - On Customer Site GDIT IS YOUR PLACE: 401K with company match Comprehensive health and wellness packages Internal mobility team dedicated to helping you own your career Professional growth opportunities including paid education and certifications Cutting-edge technology you can learn from Rest and recharge with paid vacation and holidays The likely salary range for this position is $119,870 - $162,178. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Requirements

Solid understanding of service desk best practices and experience with ITSM tools (e.g., ServiceNow)
Familiarity with ITIL framework and lifecycle practices
Strong technical knowledge of Windows, Active Directory, Office 365, and basic networking principles
Demonstrated success managing team workflows, prioritizing tasks, and delivering measurable improvements in support delivery
Excellent communication and interpersonal skills, with the ability to manage conflict, motivate teams, and influence without authority
Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science)
6+ yrs of directly related professional work experience, at least 2 in a leadership or managerial position
ITIL expert, PMP
TS/SCI with active polygraph

Responsibilities

Manage Tier 1 and Tier 2 Operations teams, ensuring high performance and accountability
Oversee the day-to-day IT operations support, resolving escalated technical issues and maintaining business continuity
Ensure compliance with defined SLAs and KPIs , regularly reporting on performance metrics and service trends
Develop, implement, and continuously refine IT service management processes, including incident, request, problem, and change management
Manage and optimize ticketing systems and ITSM platforms to streamline workflows and improve response times
Collaborate with cross-functional teams to align IT support activities with business needs
Maintain documentation, knowledge bases, and standard operating procedures (SOPs)
Drive initiatives for continuous improvement, team training, and end-user satisfaction