Senior IT Operations Manager
Sentinel Blue
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $125,000 per year
Job Level
Senior
Tech Stack
AzureMacOS
About the role
- Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review.
- Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime.
- Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers.
- Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices.
- Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions.
- Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks.
- Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives.
- Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication.
- Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed.
- Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support.
- Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence.
- Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency.
- Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.
Requirements
- U.S. citizenship - by nature of our work with the defense industry, all employees must be eligible for a Secret clearance.
- 5–10 years of experience in IT operations, service delivery, infrastructure engineering, or IT leadership roles.
- Proven experience managing Service Desk, Tiered Support Models, and escalation workflows.
- Hands-on experience with infrastructure technologies such as Windows 11, Windows Server, macOS, Microsoft 365, Azure, virtualization platforms, and enterprise networking.
- Demonstrated ownership of operational metrics such as SLA adherence, MTTR, uptime, patch compliance, backup success rates, and ticket volume reduction.
- Experience implementing or improving ITIL-aligned processes including incident management, change management, problem management, and knowledge management.
- Ability to lead teams, make decisions under pressure, assign priority appropriately, and maintain operational discipline.
- Experience deploying and enforcing secure baseline configurations across client environments.
- Strong communication skills, with the ability to clearly report status, escalate risks, and translate technical issues into business impacts.
- Ability to manage multiple initiatives simultaneously while driving tasks to completion through structured workflows.
- CompTIA Security+ certification is required in the first 2 months of hire.
Benefits
- Fully paid individual healthcare, vision and dental insurance for the employee.
- Paid certification and training opportunities.
- Three weeks of paid vacation + 10 paid holidays.
- A supportive environment with a focus on keeping healthy work-life balance.
- Retirement benefit (401k) with company match.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT operationsservice deliveryinfrastructure engineeringSLA adherenceMTTRpatch compliancebackup successincident managementchange managementproblem management
Soft skills
leadershipdecision makingoperational disciplinecommunicationtask managementcoachingfeedbackrisk assessmentprioritizationteam management
Certifications
CompTIA Security+