Operations Manager

NetImpact Strategies • Arlington, VA

41d • Onsite

About The Position

NetImpact Strategies has an opportunity for an Operations Manager to lead day-to-day IT Service Desk operations supporting a federal customer in a performance-based, SLA-driven environment. This position oversees Tier I and Tier II Service Desk teams delivering high-quality IT support to a geographically dispersed workforce operating in a hybrid (on-premises and cloud) IT environment. The Operations Manager ensures timely ticket triage and resolution, asset accountability, operational excellence, and superior customer experience while serving as the primary on-site liaison to government stakeholders; this position is onsite in Arlington, VA.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or related field (or equivalent experience)
• Minimum five (5) years of IT service desk/help desk experience
• At least two (2) years of experience in a supervisory or leadership role within an IT support environment
• Demonstrated experience managing SLA-driven support operations
• Strong knowledge of incident management, escalation processes, and enterprise ticketing systems
• Experience supervising staff in a fast-paced, customer-facing IT environment
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential
• Excellent written and verbal communication skills

Nice To Haves

• Experience supporting a federal agency or federal Inspector General environment
• ITIL certification or familiarity with IT Service Management (ITSM) best practices
• Experience managing hybrid IT environments (on-premises and cloud services such as Microsoft 365/Azure)
• Experience supporting distributed or mobile workforces
• Experience overseeing equipment lifecycle management and asset accountability
• Demonstrated success driving customer satisfaction improvements

Responsibilities

• Lead and manage daily IT Service Desk operations supporting a distributed federal workforce
• Supervise Tier I and Tier II Service Desk personnel, providing direction, coaching, and performance oversight
• Ensure all tickets are reviewed daily and actively managed to meet or exceed defined Service Level Agreements (SLAs)
• Ensure incidents and service requests are triaged and properly classified within required timeframes
• Monitor Service Desk queues to prevent ticket stagnation and ensure timely resolution or escalation
• Ensure ticket documentation and journal notes accurately reflect actions taken and current status
• Serve as the on-site liaison to the Contracting Officer’s Representative (COR) and IT leadership
• Conduct regular operational reviews with stakeholders to assess performance metrics and drive continuous service improvement
• Oversee Service Desk asset management, including inventory accuracy and consumable stock control
• Ensure readiness and accountability of assigned IT equipment and loaner devices
• Coordinate conference room readiness checks and ensure rapid remediation of equipment issues
• Support equipment lifecycle and rollout initiatives (laptops, mobile devices, peripherals)
• Review and approve Service Desk documentation prior to submission
• Ensure compliance with federal security, privacy, and background investigation requirements
• Promote a customer-focused culture that delivers professional, responsive IT support

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

What This Job Offers

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