Senior IT Operation Manager

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Looking for an Senior IT Operations Manager that will be responsible for the end‑to‑end operation, maintenance, and modernization of the agency’s IT infrastructure, including end user services, asset management, enterprise support services, cloud platforms, business applications, and traditional on‑premises systems.

The IT Operations Manager ensures that systems and services operate reliably, securely, and efficiently while leading teams that support networks, servers, cloud environments, end user technologies, and enterprise applications. The role provides leadership in daily operations, incident management, infrastructure stability, customer support, and strategic enhancements.

Primary Responsibilities

• End User Services Leadership: Oversee service desk operations, escalations, desktop engineering, VIP support, and customer-facing technology services. Ensure timely resolution of incidents and high-quality support.
• IT Asset Management Lifecycle: Manage full lifecycle of IT hardware and software assets including procurement, inventory, deployment, maintenance, refresh, compliance tracking, and secure disposal.
• Cloud Infrastructure Operations: Lead operational management of cloud services (such as Microsoft Azure and Office 365). Monitor performance, ensure security and compliance, support migrations, and optimize cloud resources.
• Infrastructure Monitoring & Stability: Monitor servers, networks, applications, and systems for performance issues or irregularities. Review logs, dashboards, and reports to determine improvements and coordinate upgrades or repairs.
• Enterprise Services Support: Oversee delivery of enterprise-wide support services including collaboration tools, account management workflows, enterprise platforms, and shared IT services. Ensure alignment with SLAs and operational best practices.
• Business Application Support: Manage operational oversight of business-critical applications infrastructure , ensuring availability, performance, and integration with infrastructure. Coordinate application support, patching, troubleshooting, release readiness, and upgrades.
• Support for Agency Security Posture: Collaborate with cybersecurity teams to maintain secure operations across all systems. Support remediation, patch cycles, compliance efforts, and implementation of security best practices.
• IT Infrastructure Modernization: Support planning and execution of modernization initiatives including virtualization, cloud adoption, automation, legacy system upgrades, and data center transformations. Ensure projects align with stability, security, and performance needs.
• Upgrades & Installations: Oversee operational support for system upgrades, enhancements, migrations, and installations. Ensure testing, change management, and data integrity are properly maintained.
• Team Direction & Workforce Management: Direct IT administrators, technicians, and platform teams. Assign resources to operational tasks and projects. Manage business-hours, after-hours, and weekend support as required. Provide mentorship and professional guidance.
• Policies, Procedures & Process Improvement: Develop and refine O&M policies, work instructions, SLAs, documentation, knowledgebase articles, and operational standards. Ensure alignment with ITIL and PMP principles.
• Major Incident & Escalation Management: Lead resolution of critical incidents, guide troubleshooting, manage stakeholder communications, and ensure rapid service restoration. Handle escalations requiring higher-level analysis and decision-making.
  
  

Qualifications Required Qualifications

• Bachelor’s degree in IT, Computer Science, MIS, or related field with 18 years of experience; or a Master’s degree with 16 years. Four additional years of experience may be considered in lieu of a degree.
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or .
• 12 years of experience in IT service delivery across Windows/Linux servers, Cisco networks, Oracle and SQL databases, enterprise applications, and Azure cloud platforms, ZTA and Zscaler.
• 5 years of experience managing teams of 50 personnel within complex IT operations environments.
• Demonstrated experience developing and implementing ITIL- and PMP-aligned operational policies and processes.
• Proven experience managing service delivery performance through SLAs.
  
  

Desired Qualifications

• PMP certification (highly desired).
• ITIL 4 Foundation or higher-level ITIL certifications.
• Hands-on experience with Azure cloud platforms, Microsoft Windows/Active Directory, Oracle technologies, Cisco networking, and Red Hat Linux.
• Experience with data center migrations and consolidations.
• Expertise with Microsoft Azure and Office 365 cloud operations.
• Strong analytical, communication, and problem-solving skills.