IT Services Operations Manager

2 weeks ago

Fairfax Virginia, United States MAG Aerospace Full time

Position Overview:


MAG Aerospace is in search of a seasoned IT Services Operations Manager to enhance, maintain, and support the IT services provided to our global workforce.

The successful candidate will exhibit a comprehensive understanding of diverse technologies utilized within the organization, including networking, cybersecurity, collaboration tools, applications, and general hardware/software. A strong focus on Customer Service and familiarity with ITIL principles is essential.

We are looking for individuals who demonstrate leadership qualities by actively engaging with team members and peers, setting a positive example, and providing mentorship.


MAG Aerospace operates within the Defense Industrial Base as a Government Contractor, specializing in technology and airborne ISR (Intelligence Surveillance and Reconnaissance). With a workforce of approximately 1200, we are a Microsoft reseller and predominantly operate on Windows devices, with some use of Linux and Apple systems. Our commitment to innovation drives us to continuously seek new challenges.

Key Responsibilities:

Responsibilities include, but are not limited to:

  • Supervise and assist in troubleshooting, preventative maintenance, knowledge management/training, change management, and customer service for technologies and users deployed both domestically and internationally.
  • Streamline task delivery and workload management to ensure the team meets established objectives while executing daily and project-based tasks.
  • Monitor and maintain SLA/OLA's, providing insights and leading analysis/improvement initiatives to align with business goals.
  • Foster and maintain positive relationships with colleagues, business stakeholders, and functional leaders.
  • Drive innovation and the implementation of new processes, technologies, and services within the organization to ensure effective adoption and optimal usage.
  • Uphold quality standards, documentation, and artifacts to support CMMI, ISO, and other quality and regulatory standards.
  • Collaborate with vendors and other IT personnel for problem resolution and supplier management.
  • Develop and execute resource and budgetary plans.
  • Travel to various MAG offices and sites as required (travel requirements may vary based on location).

Qualifications:
Minimum Qualifications

Knowledge and Skills

  • Extensive knowledge and diverse experience across a broad spectrum of IT and Business Technologies, including Hardware/Software, User and Access Management, System and Network Administration, Voice and VTC, AV & Collaboration systems, etc.
  • Proficient in Windows platforms, including Windows 10 and 11, as well as Windows Server up to 2020.
  • Experience in IT environments with Government-defined security compliance requirements, such as GovCloud and FedRAMP, along with supporting cybersecurity controls including NIST Controls/CMMC/RMF.
  • A demonstrated passion for Customer Service, with a history of measuring both qualitative and quantitative KPIs, and innovative approaches to UX, CX, or similar experience-based disciplines.
  • Strong Business/Functional Analysis skills and the ability to elicit requirements for Business Process Analysis and Service Improvement.
  • Familiarity with ServiceNow.
  • Knowledge of other platforms, including Linux distributions and Apple.
  • Excellent communication (written/oral) and Customer Service skills.
  • Experience in supervisory or team/project leadership roles.
  • US Citizenship is required.
Education and/or Experience

  • A Bachelor's degree in Computer Science or a related field is preferred (Experience may be considered in lieu of a degree).
  • A minimum of 6 years in IT, with at least 3 years in a managerial or leadership role overseeing IT teams in performance and operational aspects of IT Support.
Preferred Qualifications

  • ITIL Certification is preferred. Additional certifications and experience in an Agile environment are highly desirable.
  • Understanding of network topologies, including IP schemes and LAN troubleshooting.
  • Proven knowledge of change management processes in a geographically distributed IT environment.
  • Exceptional troubleshooting and problem-solving abilities.

Travel Requirements:

  • Travel is primarily local during business hours, with occasional out-of-area and overnight travel expected to visit other company sites – up to 10% travel anticipated.

Special Note:


This position is contingent upon the candidate's ability to meet physical and medical requirements as needed by the role, including compliance with all applicable federal, state, and local jurisdictional requirements.


Government or customer site-specific requirements may include, but are not limited to, proof of full COVID-19 vaccination status, except in circumstances where a candidate is legally entitled to an accommodation.


Company Policy:
MAG Aerospace (MAG) is an Equal Opportunity/Affirmative Action Employer committed to Diversity and Inclusion. We encourage diverse candidates to apply for our positions.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


MAG Aerospace (MAG) is dedicated to providing an online application process that is accessible to all, including individuals with disabilities, by offering alternative methods to apply for job openings.


MAG provides reasonable accommodation to applicants under the guidance of the Americans with Disabilities Act (ADA), Section 503 of the Rehabilitation Act of 1973, the Vietnam-Era Veterans' Readjustment Assistance Act of 1974, and certain state and/or local laws.

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