Position Overview:

Arlo seeks an IT Operations Manager who drives daily IT operations with strong execution and clear direction. The role supports users, systems, and platforms. It also manages repeatable processes that keep the environment stable and secure. The IT Operations Manager turns strategy into action through disciplined operations. The role oversees Service Desk operations, devices, infrastructure, ITSM processes, onboarding workflows, and vendor coordination. The manager reports status to leadership and supports compliance efforts tied to federal and DoD standards.

Work Location:  Remote (Must be local to the Washington DC Metro Area and be able to travel occasionally to the office and other domestic locations as business needs require)

Job Responsibilities and/or Success Factors: 

Service Delivery and Support Management

• Lead daily Service Desk operations, SLAs, escalations, and ticket quality.
• Monitor queues and workload to support a consistent user experience.
• Review repeat issues and drive root cause fixes.

Endpoint and Platform Operations

• Manage Intune, device compliance, and patch cycles.
• Maintain EDR health, OS updates, software deployment, and incident response readiness.
• Maintain imaging, provisioning, and decommissioning standards.

Infrastructure and SaaS Operations

• Oversee identity management in Entra, network health, and VPN stability.
• Coordinate with MSP or MSSP partners on escalated issues.
• Monitor uptime, alerts, and service health for core SaaS platforms.

ITSM Process Ownership

• Maintain and improve incident management, request fulfillment, access management, change management, and problem management.
• Lead CAB meetings and ensure documented approvals for production changes.

Operational Governance

• Prepare weekly operations reports and monthly KPI summaries.
• Deliver updates to the IT Steering Committee and Cyber Council.
• Maintain structured change control processes.

Workforce Management

• Supervise IT Support Specialists and contractors.
• Build training plans and growth pathways.
• Conduct coaching, performance reviews, and quality audits of tickets and user support.

Operational Risk and Compliance

• Align processes to policy, federal requirements, and NIST based standards.
• Maintain logs, access records, and operational evidence for audits.
• Lead preparations for internal or customer driven audits.

Education and Minimum Qualifications:

• Bachelor’s degree in information technology, cybersecurity, business administration, or a related field.
• Minimum 8 years of progressive IT operations experience, with at least 3 years in a leadership role.
• Experience supporting federal or DoD programs.
• Strong background in IT operations, ITSM, endpoint management, and cloud platforms.
• Strong communication, documentation, and customer support skills.
• Proficiency in Intune, Entra, Microsoft 365, and common ITSM tools.
• Strong analytical skills and experience working with KPIs and operational metrics.

Certifications:

• IT service and governance: ITIL (Foundation or higher), COBIT, and related governance framework.
• Project Management Fundamentals, PMP, or PMI-ACP, plus general Lean/Six Sigma for process improvement.
• CompTIA Security+
• Platform or vendor-specific: Microsoft, AWS, Azure, or other infrastructure/cloud certification