Sentinel Blue
Sentinel Blue is looking for a Senior IT Operations Manager to join our Operations organization, working alongside peer leaders in Security, Compliance, PMO, and Customer Success. This role will directly lead our Service Desk and Infrastructure Engineering teams while owning the full lifecycle of IT operations from ticket intake and resolution through remediation, automation, lifecycle management, and continual service improvement.
Due to the nature of our work, you must be a U.S. citizen with eligibility for a security clearance. No exceptions.
Day In The Senior IT Operations Manager Role The Senior IT Operations Manager will oversee the full lifecycle of IT services and infrastructure operations, ensuring reliability, security, and responsiveness across all client environments. A typical day may include managing ticket escalations, coordinating service desk workflows, reviewing infrastructure performance metrics, and ensuring adherence to secure baseline configurations for systems such as Windows 11, Windows Server, macOS, Microsoft 365, and Azure. The role will track and improve key operational metrics, including ticket volume, SLA adherence, MTTR, system uptime, patch compliance rates, backup success rates, and individual contributor performance indicators. It will establish and maintain dashboards for visibility across leadership and technical teams, and ensure that SLA and KPI targets are clearly defined, measured, and met. The manager will also participate in change management activities, conduct post‑incident reviews, and collaborate with peer teams in Security, Compliance, PMO, and Customer Success to align technical practices with operational and security objectives. The role will help refine ITIL‑aligned processes and implement automation and knowledge‑sharing initiatives that drive long‑term efficiency and service quality. As the organization grows, this opportunity will allow the manager to shape infrastructure modernization roadmaps, mentor technical staff, drive continuous improvement initiatives, and expand into strategic leadership or architecture positions.
Responsibilities
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 – 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 required in the first 2 months of hire.
Desired Qualifications
Certifications such as CMMC Certified Professional (CCP), Certified CMMC Assessor (CCA), ITIL Foundation/Practitioner, CompTIA Network+, Azure Administrator, Azure Solutions Architect, CCNA, CISSP, or related technical credentials.
Experience working in a multi‑client consulting or managed services environment. Prior work supporting multiple organizations simultaneously is highly valued.
Familiarity with Azure Government and Microsoft 365 GCC High environments, including their unique compliance and security requirements.
Practical understanding of security and compliance policies such as least privilege, RBAC, audit logging, configuration baselines, change management, and endpoint protection.
Experience leading technical teams in client‑facing roles such as IT operations, consulting, infrastructure engineering, Service Desk leadership, or support management.
Understanding of cloud‑first architecture and securing environments built in Azure, Microsoft 365, and hybrid environments.
Experience with related frameworks such as CMMC, NIST 800‑171, NIST 800‑172, NIST 800‑53, FedRAMP, ISO 27001, CIS Controls, or SOC 2.
Ability to analyze infrastructure configurations and determine whether policies or technical safeguards meet operational and security objectives.
Demonstrated passion for continual improvement, automation, and professional growth, with potential to advance into Director‑level roles.
Bachelor’s or Master’s degree in Information Systems, Computer Science, Cybersecurity, Business, or a related technical field.
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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
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Due to the nature of our work, you must be a U.S. citizen with eligibility for a security clearance. No exceptions.
Day In The Senior IT Operations Manager Role The Senior IT Operations Manager will oversee the full lifecycle of IT services and infrastructure operations, ensuring reliability, security, and responsiveness across all client environments. A typical day may include managing ticket escalations, coordinating service desk workflows, reviewing infrastructure performance metrics, and ensuring adherence to secure baseline configurations for systems such as Windows 11, Windows Server, macOS, Microsoft 365, and Azure. The role will track and improve key operational metrics, including ticket volume, SLA adherence, MTTR, system uptime, patch compliance rates, backup success rates, and individual contributor performance indicators. It will establish and maintain dashboards for visibility across leadership and technical teams, and ensure that SLA and KPI targets are clearly defined, measured, and met. The manager will also participate in change management activities, conduct post‑incident reviews, and collaborate with peer teams in Security, Compliance, PMO, and Customer Success to align technical practices with operational and security objectives. The role will help refine ITIL‑aligned processes and implement automation and knowledge‑sharing initiatives that drive long‑term efficiency and service quality. As the organization grows, this opportunity will allow the manager to shape infrastructure modernization roadmaps, mentor technical staff, drive continuous improvement initiatives, and expand into strategic leadership or architecture positions.
Responsibilities
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 – 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 required in the first 2 months of hire.
Desired Qualifications
Certifications such as CMMC Certified Professional (CCP), Certified CMMC Assessor (CCA), ITIL Foundation/Practitioner, CompTIA Network+, Azure Administrator, Azure Solutions Architect, CCNA, CISSP, or related technical credentials.
Experience working in a multi‑client consulting or managed services environment. Prior work supporting multiple organizations simultaneously is highly valued.
Familiarity with Azure Government and Microsoft 365 GCC High environments, including their unique compliance and security requirements.
Practical understanding of security and compliance policies such as least privilege, RBAC, audit logging, configuration baselines, change management, and endpoint protection.
Experience leading technical teams in client‑facing roles such as IT operations, consulting, infrastructure engineering, Service Desk leadership, or support management.
Understanding of cloud‑first architecture and securing environments built in Azure, Microsoft 365, and hybrid environments.
Experience with related frameworks such as CMMC, NIST 800‑171, NIST 800‑172, NIST 800‑53, FedRAMP, ISO 27001, CIS Controls, or SOC 2.
Ability to analyze infrastructure configurations and determine whether policies or technical safeguards meet operational and security objectives.
Demonstrated passion for continual improvement, automation, and professional growth, with potential to advance into Director‑level roles.
Bachelor’s or Master’s degree in Information Systems, Computer Science, Cybersecurity, Business, or a related technical field.
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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
#J-18808-Ljbffr