Operations Manager

Akima; Herndon (VA); Hybrid; USD 154,000 - 194,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid Time Off (PTO)

Job summary

Akima is seeking a seasoned leader for a senior operational role overseeing IT operations and management in Herndon, Virginia. Candidates should have over 10 years of experience in federal IT programs along with extensive skills in service delivery and ITIL methodologies.

This position offers a hybrid work environment and a competitive pay range between $154,000 and $194,000. Benefits include medical, dental, vision insurance, and paid time off for full-time employees.

Qualifications

• 10+ years of experience supporting federal IT programs.
• 5+ years in a senior operations or IT leadership role.
• Experience managing IT O&M and SLA performance.

Responsibilities

• Lead daily IT O&M execution across the contract.
• Serve as the operational point of contact for service performance.
• Monitor metrics, ticket trends, and service risks.

Skills

Leadership in IT operations

Communication skills

Cybersecurity knowledge

Service Management (ITIL)

Education

Bachelor’s degree in IT or related field

Master’s degree in IT or related field (preferred)

Tools

ServiceNow

Job description

Responsibilities

• Lead daily IT O&M execution across the contract, ensuring service performance, issue resolution, staffing coverage, and SLA compliance remain aligned with TSA mission needs.
• Serve as the senior operational point of contact for service performance, customer engagement, internal coordination, and issue resolution.
• Coordinate operations, engineering, cybersecurity, service management, subcontractor, and vendor teams to ensure integrated delivery.
• Monitor metrics, ticket trends, backlog, staffing coverage, service risks, and SLA performance to drive corrective action and continuous improvement.
• Support ITIL-aligned ITSM processes, including incident, problem, change, request, configuration, knowledge, reporting, and continual service improvement.
• Support 24x7x365 operations through leadership coverage, escalation discipline, shift coordination, and rapid response to mission‑impacting events.
• Coordinate cybersecurity‑driven operational support, including vulnerability remediation, ATO sustainment, continuous monitoring, RMF support, and compliance tracking.
• Support staffing, workforce planning, risk management, customer briefings, QBR inputs, performance reporting, and modernization initiatives.

Qualifications

• Ability to obtain and maintain DHS suitability and any required clearances.
• Bachelor’s degree in information technology, Computer Science, Engineering, Business, or a related field.
• 10+ years supporting federal IT programs, including large‑scale IT O&M environments.
• 5+ years in a senior operations, service delivery, or IT leadership role.
• Experience leading multidisciplinary teams in mission‑critical IT environments.
• Experience managing IT O&M, ITIL‑based service management, SLA performance, operational reporting, and customer communication.
• Experience with ITSM platforms, preferably ServiceNow.
• Strong communication skills with experience supporting executive reporting, customer briefings, and performance reviews.

Preferred Qualifications

• TSA or DHS experience.
• Master’s degree in information technology, Computer Science, Engineering, Business, or a related field.
• PMP, ITIL v4, Agile/Scrum, HDI, or related certifications.
• Experience with 24x7x365 operations, NOCs, service desks, cybersecurity operations, cloud O&M, automation, DevSecOps, Zero Trust, or federal compliance requirements.

Job ID

2026-23315

Work Type

Hybrid

Pay Range

$154,000 - $194,000

Benefits

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full‑time and part‑time employees.