Hybrid IT Operations Lead - GCC, AI & Service Desk

Revolutional, LLC; McLean (VA); Híbrido; USD 120.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Traditional and HSA-eligible medical

Dental and vision insurance

Teleworking options

Paid holidays and PTO

Parental leave

Descripción de la vacante

Revolutional is seeking an IT Operations Manager to lead the service desk and own day-to-day IT operations in a Hybrid – McLean, VA setting. You will supervise the service desk, manage major incidents, and own Freshservice, ensuring fast, reliable, and secure support for end users.

You will work closely with IT Security and Compliance to maintain GCC compliance, drive continuous improvement, and leverage AI, automation, and orchestration to boost productivity and user experience.

Formación

• 7+ years of IT support or operations experience, including 3+ years leading or supervising a service desk or support team.
• Hands-on administration of Freshservice management system.
• Strong working knowledge of the Microsoft 365 GCC ecosystem, including Exchange Online, Teams, SharePoint, Entra ID, and Intune.
• Proven experience leading major incident response, root cause analysis, and corrective action planning.
• Solid understanding of ITSM practices for incident, problem, change, request, and knowledge management.
• Experience supporting regulated environments with ISO 20000-1, ISO 27001, NIST 800-171, CMMC requirements.

Responsabilidades

• Lead, supervise, and mentor the service desk team, setting clear goals and expectations for each team member.
• Build and manage task assignments to meet support demand.
• Conduct regular one-on-ones, performance reviews, and coaching; identify training needs and career development paths.
• Participate in hiring, onboarding, and knowledge transfer for new service desk staff.
• Foster a customer-focused, accountable, and collaborative team culture.
• Oversee daily service desk operations across incident, request, change, and asset management.
• Monitor ticket queues, workloads, and SLAs, intervening to prevent breaches.
• Define, document, and enforce support processes, escalation paths, and SOPs.
• Track and report on KPIs such as first-contact resolution, response and resolution times, backlog, and customer satisfaction.
• Maintain a current, well-organized knowledge base that supports both technicians and end-user self-service.
• Work with IT Security and Compliance to align operations with security and compliance requirements.

Conocimientos

Leadership

Incident management

Customer service

ITSM

Educación

Bachelor's degree in IT/CS or related

Herramientas

Freshservice

Microsoft 365 GCC

Entra ID

Intune

ISO/NIST/CMMC frameworks

Descripción del empleo

Revolutional is seeking an IT Operations Manager to lead the service desk and own day-to-day IT operations in a Hybrid – McLean, VA setting. You will supervise the service desk, manage major incidents, and own Freshservice, ensuring fast, reliable, and secure support for end users.

You will work closely with IT Security and Compliance to maintain GCC compliance, drive continuous improvement, and leverage AI, automation, and orchestration to boost productivity and user experience.