IT Operations Manager

Revolutional, LLC • Washington, DC

7h • $120,000 - $140,000 • Hybrid

About The Position

The IT Operations Manager leads the service desk and owns day-to-day IT operations, ensuring end users receive fast, reliable, and secure support. The role supervises and develops the service desk team, leads major incident and problem management, and owns the Freshservice IT service management platform.

Working closely with IT Security and Compliance, the manager aligns operations with security and compliance requirements in a Microsoft 365 Government Community Cloud (GCC) environment. The role drives continuous improvement through AI, automation, and workflow orchestration to increase productivity and improve the end-user experience. This is a full-time hybrid position based in McLean, Virginia, with a stated salary range of $120,000–$140,000, depending on experience.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• At least 7 years of IT support or operations experience, including at least 3 years leading or supervising a service desk or support team.
• Hands-on administration of the Freshservice management system.
• Strong working knowledge of the Microsoft 365 GCC ecosystem, including Exchange Online, Teams, SharePoint, Entra ID, and Intune.
• Proven experience leading major incident response, root cause analysis, and corrective action planning.
• Solid understanding of ITSM practices for incident, problem, change, request, and knowledge management.
• Experience supporting regulated environments with ISO 20000-1, ISO 27001, NIST 800-171, and CMMC requirements.
• Experience designing workflow automation and applying AI-enabled tools to improve support operations.
• Working knowledge of endpoint management, identity and access management, and security best practices.
• Excellent communication skills, including the ability to explain technical issues clearly to non-technical audiences.

Nice To Haves

• Microsoft certifications such as Microsoft 365 Certified: Administrator Expert, Endpoint Administrator Associate, or Modern Desktop Administrator.
• Freshservice administrator experience.
• Experience with scripting and automation tools such as PowerShell, Power Automate, Microsoft Graph API, Freshservice Workflow Automator, or Orchestration Center.
• Familiarity with Microsoft Copilot, Freddy AI, or other AI assistants in an enterprise support setting.

Responsibilities

• Lead, supervise, mentor, and develop the service desk team; set goals and expectations, assign tasks, conduct one-on-ones and performance reviews, coach staff, identify training and career development needs, and participate in hiring, onboarding, and knowledge transfer.
• Foster a customer-focused, accountable, and collaborative team culture.
• Oversee daily service desk operations across incident, request, change, and asset management.
• Monitor ticket queues, workloads, and service level agreements, intervening to prevent breaches.
• Define, document, and enforce support processes, escalation paths, and standard operating procedures.
• Track and report service desk performance indicators, including first-contact resolution, response and resolution times, backlog, and customer satisfaction.
• Maintain an organized, current knowledge base for technicians and end-user self-service.
• Partner with cloud and endpoint security to implement security controls, policies, and compliance requirements in daily operations.
• Ensure secure service desk practices for identity verification, access requests, onboarding, and offboarding.
• Support endpoint compliance, patching, vulnerability remediation, and security incident response as directed.
• Help maintain audit-ready documentation and evidence for applicable compliance frameworks.
• Champion a strong end-user experience across support channels, including portal, chat, and email; analyze user feedback and satisfaction data to identify improvement opportunities.
• Design and implement process improvements and partner with IT and business stakeholders to improve onboarding, device provisioning, and service delivery.
• Identify and enable AI capabilities such as virtual agents, ticket summarization, intelligent routing, and knowledge suggestions.
• Design and implement automation and orchestration workflows; automate repetitive tasks such as account provisioning, password resets, software deployment, and ticket categorization.
• Measure the impact of AI and automation initiatives, scale successful initiatives, and ensure use aligns with security, privacy, and responsible-use policies.
• Serve as primary owner and administrator of Freshservice; configure and maintain workflows, service catalog items, SLA policies, categories, forms, and automation rules.
• Manage Freshservice integrations with platforms including Microsoft 365, Entra ID, and Intune.
• Build dashboards and reports that provide leadership visibility into service performance; evaluate new Freshservice features, including Freddy AI, and plan adoption.
• Apply Microsoft 365 GCC knowledge to support and improve operations, including support for Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
• Apply knowledge of GCC feature availability, data residency, and compliance boundaries to support decisions.
• Coordinate license management, user lifecycle administration, and service health monitoring.

Benefits

• Traditional and HSA-eligible medical insurance plans.
• 100% employer-paid dental and vision insurance options.
• 100% employer-sponsored short-term disability, long-term disability, and life insurance.
• 5% 401(k) company matching.
• Flexible schedules and teleworking options.
• Paid holidays and PTO accrual plans.
• Paid parental leave.
• Professional development and career growth opportunities.
• Team and company-wide events, recognition, and appreciation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager