Operations Manager - Technology Service Desk/Tier I/II

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

Location: Ashburn, VA (On-site) Clearance Requirement: U.S. Citizen or Lawful Permanent Resident (LPR) status with the ability to obtain a Background Investigation (BI)

Overview

We are seeking a highly motivated Operations Manager (Technology Service Desk (TSD) Tier 1/II) to lead our 24x7x365 Technology Service Desk (TSD) operations in support of a large, mission-critical enterprise environment. The TSD serves as the primary point of contact for IT support services, handling incoming calls, chats, emails, self-service requests, and incident reports from a global user base of over 65,000 employees, contractors, and partners across 1,800+ locations worldwide.

This role is ideal for a customer-focused leader with proven success managing large-scale IT service desk operations, driving team performance, and ensuring uninterrupted access to critical IT systems.

Key Responsibilities

• Oversee 24x7x365 TSD Tier I/II Operations serving as the initial point of contact for customer support across 300+ custom and COTS applications.
• Ensure staff performance aligns with TSD procedures, knowledge articles, and handbooks, including call handling, ticket creation, troubleshooting, resolution, and escalation.
• Act as liaison between the TSD and the Enterprise Operations Center (EOC) for major incident handling, including escalation, monitoring, and resolution verification for widespread or VIP-impacting issues.
• Manage TSD Tier II Operations for mobile device, email, and remote access support, ensuring advanced troubleshooting for:
  • Mobile device issues (e.g., AirWatch)
  • Email/Microsoft Outlook functionality
  • PIV card access to systems
  • VPN access (e.g., Global Protect, Zscaler)
  • DHS Workplace remote access tool
  • Microsoft Office Suite
  • Windows/Active Directory
  • Remote software installations
• Lead and coordinate major incident responses, including bridge calls, stakeholder communication, and ticket escalations.
• Support the Program Manager in achieving program management objectives, reporting, and continuous improvement initiatives.

Required Qualifications

Education:

• Bachelor's degree in a related field.

Experience:

• Minimum of 3 years IT service desk supervisory experience.
• Managing 24x7x365 Tier I/II operations with at least 50 staff.
• Supporting a workload of 3,500+ contacts per week across multiple channels (phone, email, chat, self-service, in-person).
• Leading major incidents, including escalation management and executive-level communications.
• Managing geographically dispersed staff across 2+ locations (desired).

Certifications:

• PMI PMP (required)
• ITIL v4 (required)
• HDI Desktop Support Manager or HDI Support Center Director (preferred)

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.