IT Operations Manager (Microsoft 365 GCC)

Location: Hybrid - McLean, Virginia, United States; Washington, DC

Salary: $120,000-$140,000 annually, depending on experience.

Company

hirify.global delivers advanced technology solutions and mission support to civilian, health, and national security federal agencies using AI/ML, cloud, cybersecurity, and IT modernization.

What you will do

• Lead, supervise, mentor, and develop the service desk team, including task assignment, performance reviews, coaching, hiring, onboarding, and knowledge transfer.
• Oversee incident, request, change, asset, problem, and knowledge management; monitor queues, workloads, SLAs, KPIs, backlog, resolution times, and customer satisfaction.
• Lead major incident response, root cause analysis, corrective action planning, secure identity verification, access requests, onboarding, offboarding, endpoint compliance, patching, and vulnerability remediation.
• Improve end-user support across portal, chat, and email while partnering with IT and business stakeholders on onboarding, device provisioning, and service delivery.
• Design and implement AI, automation, and orchestration workflows for virtual agents, ticket summarization, intelligent routing, account provisioning, password resets, software deployment, and ticket categorization.
• Own and administer Freshservice, including workflows, service catalog items, SLA policies, forms, automation rules, integrations, dashboards, reporting, and Freddy AI adoption; oversee Microsoft 365 GCC operations across Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 7+ years of IT support or operations experience, including 3+ years leading or supervising a service desk or support team.
• Hands-on administration of Freshservice.
• Strong working knowledge of Microsoft 365 GCC, including Exchange Online, Teams, SharePoint, Entra ID, and Intune.
• Experience leading major incident response, root cause analysis, and corrective action planning.
• Solid understanding of ITSM practices for incident, problem, change, request, and knowledge management.
• Experience supporting regulated environments with ISO 20000-1, ISO 27001, NIST 800-171, and CMMC requirements.
• Experience designing workflow automation and applying AI-enabled tools to improve support operations.
• Working knowledge of endpoint management, identity and access management, and security best practices.
• Excellent communication skills and the ability to explain technical issues clearly to non-technical audiences.

Nice to have

• Microsoft certifications such as Microsoft 365 Certified: Administrator Expert, Endpoint Administrator Associate, or Modern Desktop Administrator.
• Freshservice administrator certification.
• Experience with PowerShell, Power Automate, Microsoft Graph API, Freshservice Workflow Automator, or Orchestration Center.
• Familiarity with Microsoft Copilot, Freddy AI, or other AI assistants in an enterprise support setting.

Culture & Benefits

• Family-focused culture, collaborative work environment, and flexible schedules with teleworking options.
• Medical insurance plans, including HSA-eligible options, plus employer-paid dental and vision insurance.
• Employer-sponsored short-term disability, long-term disability, and life insurance.
• 5% 401(k) company matching, paid holidays, PTO accrual plans, and paid parental leave.
• Professional development, career growth opportunities, team events, recognition, and appreciation programs.