Operations Manager

Job Description

Net Impact 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.

• 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 time frames
• 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 work forces
• 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 Net Impact 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…