IT Operations Manager

IT Operations Manager

Full-time, hybrid role, Washington D.C.

We value the time and privacy of every candidate who applies. To make sure real people don t get lost in the process, we use a structured hiring process that helps qualified applicants receive the attention they deserve. This includes several steps, with an in-person, skill-based interview as the final stage. Candidates should be willing and able to participate in an in-person, technically focused interview as part of the process.

No third-party candidates or vendors please.

The Opportunity

An established professional services organization is looking for an experienced IT Operations Manager to oversee the daily performance and reliability of its technology environment. This position sits at the center of IT service delivery and plays a key role in ensuring systems, support teams, and operational processes run smoothly.

This role blends operational leadership with hands-on technical awareness. The person in this position will guide support teams, improve operational processes, and ensure technology services consistently meet the expectations of a fast-paced, client-facing organization.

What You ll Be Responsible For

Technology operations across the organization require both leadership and process discipline. In this role you will:

• Oversee the day-to-day performance and reliability of IT services and infrastructure
• Lead the service desk and operational support teams responsible for resolving technical issues across the organization
• Ensure incidents, service requests, and operational issues are handled quickly and effectively
• Improve operational workflows and support processes to increase efficiency and service quality
• Serve as a senior escalation point for complex or high-impact technical issues
• Monitor service performance metrics and identify opportunities for operational improvement
• Work closely with other technology teams on system rollouts, upgrades, and infrastructure changes
• Manage relationships with external technology vendors and service providers
• Support business continuity planning and operational resilience initiatives

Leadership and Team Development

A major focus of this role is building strong operational teams and ensuring consistent service delivery.

Responsibilities include:

• Mentoring and developing technical staff across support and operations functions
• Establishing clear workflows and support coverage for operational teams
• Setting expectations for service delivery performance and response times
• Collaborating with business stakeholders to understand technology needs and priorities
• Supporting planning efforts for operational resources and technology initiatives

Technology Environment

The organization operates a modern enterprise environment that includes cloud services, collaboration platforms, endpoint management, and enterprise applications. The IT operations team is responsible for maintaining high availability and supporting a workforce that depends on technology to serve clients effectively.

The environment is highly service-focused, where responsiveness, stability, and user experience are essential.

What Background Works Well

Candidates tend to be successful in this role if they bring experience leading operational IT teams in environments where uptime, responsiveness, and professionalism are critical.

Typical backgrounds include:

• IT Operations Manager
• Service Delivery Manager
• Infrastructure Operations Lead

Experience and Skills

• 7+ years of experience in IT operations, infrastructure support, or technology service management
• At least 3 years of experience leading or managing technical teams
• Experience working in high-availability or service-driven environments
• Strong understanding of IT operational processes and service delivery frameworks
• Ability to translate technical issues for non-technical stakeholders
• Strong organizational, communication, and problem-solving skills
• Ability to manage competing priorities in fast-paced environments

Preferred Experience

• Experience supporting professional services organizations such as consulting, financial services, legal, or accounting firms
• Exposure to IT service management frameworks such as ITIL
• Experience supporting enterprise collaboration platforms and endpoint management solutions