Operations Manager

Job description

Job Description NetImpact 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. Responsibilities: - 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 timeframes - Monitor Service Desk queues to prevent ticket stagnation and ensure timely resolution...