IT Operations Manager
Location: Washington D.C., Hybrid
This position is responsible for leading the day-to-day delivery and long-term direction of IT operations within a complex, client-facing organization. The role ensures that core technology services are stable, responsive, and aligned with the needs of both internal users and external clients.
Operating as a senior leader within IT, this individual oversees service delivery, user support, and operational processes across multiple locations. The role requires close partnership with business leadership, security, and compliance teams to ensure technology services support both business priorities and regulatory expectations.
A critical component of the position is leading and developing operational teams. This includes managing service desk and support functions, setting performance expectations, building scalable processes, and ensuring consistent execution across the organization. Success depends on the ability to drive performance through team leadership, not individual contribution.
The role is also responsible for establishing and improving service management practices, including incident response, change coordination, and ongoing service optimization. This individual ensures that communication, training, and user adoption are prioritized to improve overall experience and reduce friction across the business.
From a technology standpoint, the position provides oversight of end-user systems, collaboration tools, and device management programs across both cloud and on-prem environments. It also works closely with infrastructure, security, and engineering teams to ensure smooth rollout of new systems and ongoing operational stability.
In addition, the role plays a key part in vendor management, operational budgeting, and performance tracking, using metrics to guide decisions and improve service outcomes. Business continuity and operational resilience are also core areas of ownership.
What this role owns:
- IT service delivery and operational performance
- Service desk and end-user support functions
- Incident, problem, and change management practices
- Vendor relationships and service quality
- IT communications, training, and user experience
- Business continuity and operational readiness
What success looks like:
- Consistent, high-quality IT service delivery across the organization
- A well-structured, accountable operations team with strong leadership and ownership
- Clear service metrics with continuous improvement over time
- Strong alignment between IT operations and business needs
- Smooth rollout and support of systems with minimal disruption
Background profile:
- Extensive experience leading IT operations or service management in a multi-site environment
- Proven people leadership, including managing teams across multiple functions or locations
- Strong experience with IT service management principles (ITIL or similar)
- Experience working in legal, law firm, or highly regulated professional services environments strongly preferred
- Track record of improving processes, scaling operations, and driving service quality
- Experience working across infrastructure, end-user computing, and enterprise systems
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