IT Operations Manager
Rockville, MD
Government IT – IT Help Desk/Service Desk /
Full-time /
Hybrid
Turning Point Global Solutions LLC (TurningPoint) is seeking an IT Operations Manager. This position is contingent upon program award.
The IT Operations Manager leads the daily operations of an IT Service Desk under a federal contract. This role leads a blended team of onsite and remote support staff, ensuring that incidents and service requests are handled efficiently and effectively. The OM keeps things running smoothly by tracking IT assets, maintaining clear documentation, and supporting both regular and after-hours operations. It's a hands-on leadership position that’s key to delivering consistent, high-quality service while staying aligned with contract goals and performance standards.
Location: TurningPoint headquarters in Rockville, MD with hybrid option.
What You’ll Do
As an IT Operations Manager, you will be responsible for:
· Serve as the main point of contact for all stakeholders, keeping communication clear and consistent while staying focused on daily service needs and priorities.
· Oversee the Tier I and Tier II Service Desk team by assigning tasks, coordinating schedules, and regularly reviewing both individual and team performance to keep service running smoothly.
· Serve as the liaison for the COR or designee(s).
· The Operations Manager is responsible for ensuring all opened Service Desk tickets are reviewed and updated on a daily basis and are resolved effectively and timely.
· Oversee the intake, review, and submission of technical documentation, including SOPs, escalation guides, and user-facing content.
· Keep accurate track of all assets managed by the Service Desk.
· Direct support for onsite operations, including VIP services, deskside troubleshooting, and conference room readiness reviews.
· Collaborate with the Program Manager, Technical Writer, and other internal teams to align operations with contractual obligations and client expectations.
· The Supplier’s Operations Manager will be responsible for the management of the day-to-day operation and direct supervision of all Service Desk personnel.
· The Operations Manager is responsible for ensuring all requirements of the contract are fulfilled and all deliverables submitted on time.
What We’re Looking For
To thrive and excel in this role, candidate is expected to have:
Required Education, Skills, and Qualifications:
· Bachelor’s degree in IT, Computer Science, or a related field.
· Minimum of 5 years of IT service desk/help desk experience, including at least 2 years in a leadership or supervisory capacity.
· Proven experience leading IT support teams that are spread across onsite and remote locations.
· Solid understanding of SLA-driven support operations, ITIL best practices, and hands-on use of platforms like ServiceNow.
· Skilled in managing staffing schedules, coordinating shift rotations, handling surge demands, and running after-hours or on-call support.
· Familiar with tracking IT assets, managing equipment lifecycles, and keeping tabs on consumable inventory.
· Strong organizational, leadership, and communication (both written and verbal) skills.
· Able to obtain and maintain a Public Trust clearance.
Preferred Education, Skills, and Qualifications:
· ITIL Foundation certification (or equivalent experience with IT service management best practices).
· Knowledge of federal IT standards, compliance practices, and performance reporting requirements.
What’s In It For You?
We understand that our team members are our greatest asset. That’s why we offer:
- Competitive salary with annual performance bonus, and annual merit increases.
- Comprehensive health benefits fully funded by the company for employees.
- 401(k) retirement plan with company match.
- Paid time off plus holidays.
- Professional development opportunities.
- A collaborative and inclusive work culture.
In compliance with pay transparency requirements, the salary range for this role is $108,000 to $134,000. This range is a general guideline as compensation decisions are based on relevant experience and educational qualifications.
Ready to make your next career move? Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!
About Turning Point Global Solutions LLC (https://www.tpgsi.com):
TurningPoint is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients.
We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services.
Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner.
TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.
All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law.
This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.
