On-Site Operations Manager - Tier 1 & 2 Managed Service Desk

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.