On-Site Operations Manager – Tier 1 & 2 Managed Service Desk Information Technology Arlington, [...]

Bailey Information Technology Consultants, LLC; Arlington (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

Bailey Information Technology, LLC is seeking an Operations Manager to oversee Tier 1 and Tier 2 Managed Service Desk operations in Arlington, VA. This full-time role involves leading a team, ensuring efficient service delivery, and acting as a liaison with key stakeholders. The ideal candidate will have extensive IT help desk experience, strong leadership skills, and a commitment to excellence in a federal environment.

Benefits

Career development opportunities

Collaborative work environment

Qualifications

• 5 years of IT service desk/help desk experience, with at least 2 years in a leadership role.
• Proven experience managing teams in fast-paced environments.
• Must possess a Public Trust clearance.

Responsibilities

• Oversee all Service Desk operations and ensure timely ticket triage.
• Maintain compliance with all contract requirements.
• Serve as on-site representative and daily liaison to the COR.

Skills

Leadership

Organizational skills

Time management

Communication

Interpersonal abilities

Performance analysis

Education

Bachelor’s degree in Information Technology, Business Management, or related field

Job description

On-Site Operations Manager – Tier 1 & 2 Managed Service Desk
Location: N Lynn Street, Arlington, VA 22209-2020
Clearance Required: Active Public Trust clearance to apply

Exciting upcoming opportunity for an On-Site Operations Manager


Overview:
Bailey Information Technology, LLC (BIT,LLC) is seeking a highly driven and experienced Operations Manager to lead the day-to-day activities of a Tier 1 and Tier 2 Managed Service Desk supporting our customer. This a full-time, on-site position located in Arlington, VA.
As the on-site liaison to the COR and other key stakeholders, the Operations Manager plays a mission-critical role in ensuring timely, accurate, and efficient service desk operations in a fast-paced and dynamic federal environment.
Key Responsibilities:

• Serve as BIT, LLC’s on-site representative and daily liaison to the COR and other government designees.
• Oversee all Service Desk operations, ensuring timely ticket triage, classification, escalation, and resolution.
• Review and monitor all open Service Desk tickets daily, ensuring proper journal updates, categorization, and timely response.
• Ensure all tickets are triaged and correctly classified within 15 minutes of creation.
• Supervise and lead all Service Desk personnel, providing mentorship, performance evaluation, and retention management.
• Review and approve all technical writing and documentation before submission to the customer.
• Ensure accurate tracking and accountability of assigned assets and consumable inventory.
• Maintain compliance with all contract requirements, ensuring all deliverables are accurate and submitted on time.
• Build and maintain a collaborative, trust-based relationship with COR, COTRs, and the CIO team.
• Ensure a designated on-site Point of Contact (POC) is available at all times.

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Management, or a related field.
• Minimum 5 years of IT service desk/help desk experience, with at least 2 years in a leadership or management role.
• Strong leadership, organizational, and time management skills.
• Exceptional communication and interpersonal abilities.
• Proven experience managing teams in fast-paced, high-demand environments.
• Ability to analyze performance, generate reports, and take decisive personnel or process improvement actions.
• Must possess a Public Trust clearance.

Work Schedule:

• Full-Time
• On-site presence required, Arlington, VA.

Why Join BIT, LLC?
At Bailey Information Technology, LLC, we deliver more than IT solutions—we build partnerships with purpose. As Operations Manager, you’ll lead an essential federal program and shape the performance and culture of a high-impact support team.