Senior IT Operations Lead - Hybrid, Enterprise & Cloud

The Deputy Operations Manager supports the Contract Program Manager, IT Operations Manager and collaborates with the Service Desk Manager in the day-to-day delivery, oversight, and improvement of enterprise IT operational services. To join our team of outstanding professionals, apply today!

This position supervises Tier 3 administrators and technical leads across infrastructure, network, cloud, and application service areas; assigns work; monitors workload; and ensures operational tasks are completed within established service levels.

The Deputy Operations Manager coordinates with the Service Desk Manager on incident response, escalation, remediation, problem management, and service restoration across internal resolver groups, the Service Desk, Government stakeholders, and third-party providers. Reviews operational performance, service-level compliance, monitoring alerts, open incidents, recurring problems, changes, risks, and corrective actions to identify and address service-delivery issues. Supports the development and maintenance of operational procedures, technical documentation, reports, knowledge articles, and service-improvement plans.

This role provides day-to-day oversight, monitoring, reporting, coordination, and remediation across infrastructure and cloud services to maintain stability, availability, security, and performance.

• Lead day-to-day enterprise IT operations across infrastructure, network, systems, cloud, application, and service-management functions, ensuring reliable service delivery across on-premises and hybrid environments.

• Supervise and coordinate multidisciplinary technical teams, including workload assignment, scheduling, performance monitoring, mentoring, escalation management, and prioritization of operational activities.

• Direct Tier 3 response to complex incidents, recurring problems, service degradation, and cross-service dependencies, coordinating technical teams through restoration, root-cause analysis, corrective action, and service improvement.

• Monitor operational health through enterprise monitoring tools, dashboards, alerts, service-level metrics, capacity and performance data, incident trends, and risk indicators; initiate corrective or preventive actions when required.

• Coordinate planned changes, patching, maintenance, upgrades, application releases, infrastructure modifications, and authorized service interruptions in accordance with established change, configuration, release, and risk-management processes.

• Apply IT service management practices across incident, problem, change, configuration, release, service request, knowledge, asset, and continual-improvement activities, leveraging Service Now or comparable ITSM platforms.

• Drive proactive service reliability through console monitoring, alert optimization, automated monitoring, scripting, preventive maintenance, automated remediation, and other capabilities designed to reduce outages and manual workload.

• Coordinate with cybersecurity, identity and access management, network, cloud, application, service desk, vendor, and Government stakeholders to resolve cross-functional issues and support vulnerability remediation, compliance, audit, security logging, and configuration-management activities.

• Develop and maintain operational procedures, escalation paths, SOPs, technical documentation, and knowledge articles, and provide leadership with clear reporting on service performance, major incidents, problems, risks, corrective actions, and recommended mitigations.

• Active Secret security clearance required.
• IAT Level II certification (e.g., Security+ CE or equivalent).
• Bachelor’s degree from an accredited institution in Information Technology, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related technical field. Directly relevant enterprise IT operations and technical-leadership experience may be considered in lieu of a degree.
• Minimum of 5 years of enterprise IT operations experience, including at least 3 years supervising, leading or coordinating technical personnel responsible for infrastructure, network, cloud, application, or service-management operations.

Preferred Certifications:

• ITIL 4 Foundation or higher.
• Project Management Professional.
• Microsoft Azure Administrator Associate.
• AWS Certified Cloud Practitioner or Solutions Architect Associate.
• Or a relevant network, systems, cybersecurity, or service-management certification.

This position offers a hybrid work schedule,…