Operations Manager

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.

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

Required Qualifications

• 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

Preferred Qualifications

• 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

Location Requirement

• Full-time onsite position
• Work location: Arlington, VA
• Telework permitted only with prior approval and designated on-site coverage
• No routine travel required

Perks of working at NetImpact Strategies

• 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

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").