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IT Operations Manager
| Company | General Dynamics |
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| Location | McLean, VA, USA |
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| Salary | $119870 – $162178 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Leadership
- Microsoft Office
- SLA Compliance
- 8 + years of related experience
- US Citizenship Required
Responsibilities
- Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement.
- Serve as the escalation point for complex or high-impact support issues.
- Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues.
- Ensure accurate documentation of incidents, solutions, and procedures.
- Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.
- Collaborate with other IT teams to resolve recurring problems and implement long-term solutions.
- Develop and deliver training and guidance to team members on new tools, technologies, and processes.
- Generate performance metrics and reports for leadership review.
- Development and refinement of standard operating procedures and knowledge base articles.
Preferred Qualifications
- ITIL certification or knowledge of ITIL best practices is a plus.
- Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong advantage.
