The posting
Revolutional delivers advanced technology solutions and mission support to federal agencies across civilian, health, and national security environments. We apply modern capabilities, including AI/ML, cloud, cybersecurity, and IT modernization to solve complex challenges, enable faster and more secure operations, and drive measurable mission outcomes.
We are redefining how federal technology gets built and delivered by operating with a product mindset, prioritizing speed, ownership, and execution over bureaucracy.
Description
Title: IT Operations Manager
Location: Hybrid - McLean, VA
Terms: Full-time
Salary Range: $120-$140k DOE
Position summary
The IT Operations Manager leads the service desk and owns day-to-day IT operations, making sure end users get fast, reliable, and secure support. The role supervises and develops the service desk team, runs major incident and problem management, and owns the Freshservice service management platform.
Working closely with IT Security and Compliance, this leader keeps operations aligned with security and compliance requirements in a Microsoft 365 Government Community Cloud (GCC) environment. The role also drives continuous improvement, using AI, automation, and workflow orchestration to raise productivity and elevate the end-user experience.
Key responsibilities
Team leadership and development
- Lead, supervise, and mentor the service desk team, setting clear goals and expectations for each team member.
- Build and manage task assignments to meet support demand.
- Conduct regular one-on-ones, performance reviews, and coaching; identify training needs and career development paths.
- Participate in hiring, onboarding, and knowledge transfer for new service desk staff.
- Foster a customer-focused, accountable, and collaborative team culture.
Service desk operations
- Oversee daily service desk operations across incident, request, change, and asset management.
- Monitor ticket queues, workloads, and service level agreements (SLAs), intervening to prevent breaches.
- Define, document, and enforce support processes, escalation paths, and standard operating procedures.
- Track and report on key performance indicators such as first-contact resolution, response and resolution times, backlog, and customer satisfaction.
- Maintain a current, well-organized knowledge base that supports both technicians and end-user self-service.
Security and compliance partnership
- Work closely with cloud and endpoint security to implement security controls, policies, and compliance requirements in daily operations.
- Ensure the service desk follows secure 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 (e.g., ISO standards, NIST, CMMC).
End-user experience and continuous improvement
- Champion an excellent end-user experience across all support channels, including portal, chat, and email.
- Gather and analyze user feedback and satisfaction data to identify pain points and improvement opportunities.
- Identify, design, and implement process improvements that raise efficiency, quality, and productivity.
- Partner with IT and business stakeholders to improve onboarding, device provisioning, and service delivery.
AI, automation, and orchestration
- Identify and enable AI capabilities that improve support, such as virtual agents, ticket summarization, intelligent routing, and knowledge suggestions.
- Design and implement automation and orchestration workflows that reduce manual effort and speed up resolution.
- Automate repetitive tasks such as account provisioning, password resets, software deployment, and ticket categorization.
- Measure the impact of AI and automation initiatives and scale those that deliver results.
- Ensure AI and automation use aligns with organizational security, privacy, and responsible-use policies.
Freshservice platform ownership
- Serve as primary owner and administrator of Freshservice, the IT service management (ITSM) system.
- Configure and maintain workflows, service catalog items, SLA policies, categories, forms, and automation rules.
- Manage integrations between Freshservice and other platforms, including Microsoft 365, Entra ID, and Intune.
- Build dashboards and reports that give leadership clear visibility into service performance.
- Evaluate new Freshservice features, including Freddy AI, and plan their adoption.
Microsoft 365 GCC operations
- Apply in-depth knowledge of the Microsoft 365 GCC ecosystem to support and improve operations.
- Oversee support for Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune within GCC.
- Understand GCC feature availability, data residency, and compliance boundaries, and apply them to support decisions.
- Coordinate license management, user lifecycle administration, and service health monitoring.
Required qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- 7+ years of IT support or operations experience, including 3+ years leading or supervising a service desk or support team.
- Hands-on administration of 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, 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, with the ability to explain technical issues clearly to non-technical audiences.
Preferred qualifications
- Microsoft certifications such as Microsoft 365 Certified: Administrator Expert, Endpoint Administrator Associate, or Modern Desktop Administrator.
- Freshservice administrator
- Experience with scripting and automation tools such as PowerShell, Power Automate, Microsoft Graph API, or Freshservice Workflow Automator and Orchestration Center.
- Familiarity with Microsoft Copilot, Freddy AI, or other AI assistants in an enterprise support setting.
#DICE #LinkedIn
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Here at Revolutional we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day. Some of these recognitions include:
- Recognized as a Top 20 "Best Place to Work in Virginia"
- Recipient of Department of Labor's HireVets Gold Medallion
- Great Place to Work Certification for five years running
- A Virginia Chamber of Commerce Fantastic 50 company
- A Northern Virginia Technology Council Tech 100 company
- Inc. 5000 list of fastest growing companies for eleven years
- Two-time SBA SBIR Tibbett's Award winner
- Virginia Values Veterans (V3) Certification
We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Revolutional family! In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to
- Traditional and HSA- eligible medical insurance plans
- 100% employer-paid dental and vision insurance options
- 100% employer-sponsored STD, LTD, 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-- and so much more!
Check out our Revolutional | LinkedIn to find out a little more about who we are and if we are the right next step for your career!
Revolutional is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics. Revolutional does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans. To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily. Other duties in addition to those listed may be assigned as necessary to meet business needs. Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job. If you are in need of an accommodation, please contact [email protected].
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