Type of Requisition:RegularClearance Level Must Currently Possess:NoneClearance Level Must Be Able to Obtain:NonePublic Trust/Other Required:NoneJob Family:Systems EngineeringJob Qualifications:Skills:Analytical Thinking, Customer Satisfaction, Operations ManagementCertifications:NoneExperience:10 + years of related experienceUS Citizenship Required:NoJob Description:GDIT is seeking an experienced and results-driven Infrastructure Operations Manager to lead and oversee the operations of critical IT infrastructure supporting our client’s technology ecosystem. The ideal candidate will have extensive expertise in IT Service Management (ITSM) covering all key operations domains, ensuring seamless and efficient operations. This role is pivotal in ensuring operational excellence, system reliability, and compliance with defined Acceptable Quality Levels (AQLs) through proactive monitoring, team leadership, and performance management. Your secondary responsibility will be to coordinate surge support to the highly skilled service desk, and to serve as a backup to the service desk manager during times of their absence. Your tertiary responsibility will be to work with the engineering team and contribute to the design, architecture and implementation of new technology solutions. The selected candidate will foster a high-performing, self-organized, and customer-centric team culture, aligning with GDIT’s core values and the mission of our government client.The Infrastructure Operations Manager will collaborate closely with cross-functional leads to deliver integrated, high-quality solutions that drive productivity, maintain compliance, and promote continual service improvement.Key Responsibilities:• Communication Managemento Facilitate communication both horizontally and vertically, fostering relationships and collaboration with direct reports, peers, customers, GDIT leadership and other stakeholders. Proactively troubleshoot conflicts, enabling win-win outcomes.• ITSM Managemento Support the overall ITSM portfolio including establishing a seamless surge capability among your team for the service desk, providing occasional on-demand VIP support, and occasional video teleconference support.• Engineering:o Support the engineering function, providing thought leadership and resources to the project teams, facilitating technology solutions focused on the end-user experience.• Operational Oversight & Quality Assuranceo Manage end-to-end infrastructure operations to meet or exceed defined AQLs and service level objectives.o Develop and enforce standards, policies, and operating procedures that align with ITIL best practices and ensure continuous service delivery improvements.o Lead the proactive identification and resolution of performance, availability, and security risks.• Team Leadership & Developmento Provide direct leadership to a team of infrastructure engineers and support personnel.o Foster a culture of accountability, innovation, and continuous improvement.o Conduct regular performance evaluations, mentoring, and skills development planning.o Establish clear goals and track team KPIs to ensure alignment with client expectations and GDIT’s mission objectives.• Infrastructure Operations Managemento Oversee and manage the daily operations and maintenance of servers, networks, cloud platforms, databases, storage, and endpoint systems.o Coordinate patch management, backup/recovery, and disaster recovery operations to ensure system resilience.o Lead the team in managing configuration baselines and change control processes to maintain infrastructure integrity.• Monitoring & Incident Managemento Ensure implementation and tuning of enterprise monitoring solutions such as SolarWinds, Dynatrace, or Zabbix to proactively detect and resolve issues.o Lead and conduct root cause analysis and corrective/preventive action planning for major incidents.o Maintain operational dashboards and periodic health reports for internal leadership and client stakeholders.• Collaboration & Integrationo Partner with task leads across cybersecurity, engineering, application support, IT asset management, PC lab and service desk functions to ensure cohesive and efficient operations.o Support seamless handoffs, integrated service delivery, and shared accountability across teams.• Customer Satisfaction & Continual Service Improvemento Serve as a point of escalation and engagement for client stakeholders on infrastructure performance and improvement initiatives.o Solicit feedback, identify service gaps, and implement enhancements that improve the customer experience and operational maturity.Qualifications:• Bachelor’s degree in computer science, Information Technology, or a related field; advanced degrees or certifications are a plus.• 10+ years of progressive experience in IT infrastructure management with at least 5 years in a leadership or managerial capacity.• Proven success in leading infrastructure operations teams and delivering measurable performance improvements.• Deep knowledge of infrastructure components, including networking, cloud services, virtualization, storage, and monitoring tools.• Experience implementing or working within ITIL frameworks and managing against service level agreements (SLAs) and AQLs.• Strong analytical, problem-solving, and communication skills with the ability to make informed decisions in a dynamic environment.• ITIL v4 certification is strongly preferred.The likely salary range for this position is $139,984 - $178,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Scheduled Weekly Hours:40Travel Required:NoneTelecommuting Options:OnsiteWork Location:USA DC WashingtonAdditional Work Locations:Total Rewards at GDIT:Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans