Job Description
Salary: $119,870 - 162,178 per year Requirements:
- Clearance Level Must Currently Possess: Top Secret SCI + Polygraph
- Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph
- Job Family: Functional Experts
- Skills: Leadership, Microsoft Office, SLA Compliance
- Certifications: None
- Experience: 8+ years of related experience
- US Citizenship Required: Yes
Responsibilities: - As an IT Operations Manager at GDIT, I will transform technology into opportunity and connect systems that matter most. I’m seeking a proactive and customer-oriented individual to oversee our front-line IT support team. This role will blend technical knowledge with leadership, ensuring timely and high-quality support for end-users while mentoring our Help Desk Technicians. Your responsibilities will include:
- Leading, coaching, and mentoring Tier 1 and Tier 2 teams, promoting a culture of service excellence and continuous improvement.
- Acting as the escalation point for complex or high-impact support issues.
- Monitoring ticket queues to ensure SLA adherence and prioritize critical issues.
- Ensuring accurate documentation of incidents, solutions, and procedures.
- Providing hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.
- Collaborating with other IT teams to resolve recurring problems and implement long-term solutions.
- Developing and delivering training and guidance to team members on new tools, technologies, and processes.
- Generating performance metrics and reports for leadership review.
- Developing and refining standard operating procedures and knowledge base articles.
Technologies: - Azure
- Cloud
- Hardware
- Support
- ITIL
- Microsoft 365
- ServiceNow
- SharePoint
- Office 365
- AI
- LESS
- REST
- Security
More:
To succeed in this role, you will need the following qualifications:
- 8+ years of experience in a Help Desk or IT Support role, including at least 1 year in a supervisory position and some experience in a SCIF environment.
- Strong knowledge and practical experience with Microsoft 365 (including Exchange Online and SharePoint).
- Familiarity with IT hardware and software such as printers and data transfer requests.
- Experience with Microsoft Azure, especially Azure AD and basic cloud infrastructure concepts.
- Working knowledge of VTC systems like Microsoft Teams and WebEx.
- Excellent communication and interpersonal skills, with the ability to lead a customer-service-focused team.
- Familiarity with ticketing systems like ServiceNow.
- Capability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Desired qualifications include knowledge of ITIL best practices or having ITIL certification, along with Microsoft certifications (e.g., MS-900, AZ-900, MD-102) being a strong advantage.
Education required: A Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or an equivalent combination of education, technical certifications, or experience.
GDIT is committed to providing a competitive benefits package to our US-based employees, including various medical plans, a 401(k) plan with company matching, and comprehensive support for work-life balance through paid time off plans.
We are GDIT, a global technology and professional services company dedicated to delivering innovative consulting, technology, and mission services across all major U.S. government agencies. Join our Talent Community to stay informed about career opportunities and events.
Job Tags
Full time, Work at office,