IT Operations Lead | AI-Driven Service Desk, Hybrid

Revolutional, LLC; Washington (District of Columbia); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

STD/LTD/Life insurance

401(k) matching

Flexible schedules

Job summary

Revolutional in McLean, VA is looking for an IT Operations Manager to lead the service desk and own day-to-day IT operations, ensuring fast, reliable, and secure support. You will supervise the service desk, handle major incidents, and own Freshservice.

Collaborate with IT Security and Compliance to align with GCC requirements in a Microsoft 365 GCC environment. Drive continuous improvement using AI, automation, and workflow orchestration to raise productivity and user satisfaction.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years IT support or operations, 3+ years leading a service desk.
• Freshservice administration experience.
• Strong knowledge of Microsoft 365 GCC (Exchange Online, Teams, SharePoint, Entra ID, Intune).
• Proven incident response, root-cause analysis and corrective action experience.
• ITSM practices: incident, problem, change, request, knowledge management.
• Experience with ISO 20000-1, ISO 27001, NIST 800-171, CMMC compliance.
• Experience automating workflows and applying AI-enabled tools.

Responsibilities

• Lead, supervise, and develop the service desk team.
• Oversee daily service desk operations: incidents, requests, changes, assets.
• Define and enforce support processes and SLAs.
• Track KPIs like first-contact resolution, response/resolution times, backlog, CSAT.
• Maintain an up-to-date knowledge base for self-service.

Skills

Leadership

IT service management

Communication

Problem solving

Security/compliance awareness

AI/Automation awareness

Governance

Education

Bachelor’s degree in IT / CS or related field

Tools

Freshservice

PowerShell

Microsoft 365 GCC

Entra ID

Intune

Job description

Revolutional in McLean, VA is looking for an IT Operations Manager to lead the service desk and own day-to-day IT operations, ensuring fast, reliable, and secure support. You will supervise the service desk, handle major incidents, and own Freshservice.

Collaborate with IT Security and Compliance to align with GCC requirements in a Microsoft 365 GCC environment. Drive continuous improvement using AI, automation, and workflow orchestration to raise productivity and user satisfaction.