Information Technology Manager - Tier 1 and Tier 2
About the job
- A bachelor's degree in Information Technology, Management, or a related field is required.
- At least 8 years of experience in IT support or systems administration is required.
- At least 3 years of experience in a leadership or supervisory role within a federal IT environment is required.
- Deep expertise in the ITIL framework and service desk operations is required.
- Experience with IT service management tools such as ServiceNow, Remedy, or Jira Service Management is required.
- Experience with Windows 10/11, Office 365, Active Directory, and Remote Desktop is required.
- Experience supporting laptops, mobile devices, and voice over internet protocol systems is required.
- Experience with Power BI or Tableau for service desk metrics is required.
- Demonstrated expertise in applying NIST 800-53 controls for access management and user support is required.
- Experience implementing federal records management and privacy protocols is required.
- Experience with Department of Defense or large civilian agency support structures is required.
- CompTIA Security+ certification is required for Department of Defense 8570 compliance.
- An active Secret or Top Secret security clearance is required.
- Manage the daily operations of Tier 1 help desk and Tier 2 desktop/system support technical teams.
- Oversee incident, request, and problem management processes using platforms such as ServiceNow.
- Ensure the technical implementation of service level agreements and mission-critical uptime requirements.
- Mentor and train junior and mid-level technicians on troubleshooting procedures and customer service.
- Maintain technical documentation for end-user support processes and system configurations.
- Collaborate with security teams to ensure support activities comply with NIST 800-53 and agency security policies.
- Drive service improvements through data analysis of ticket trends and technical performance metrics.
- ITIL v4 Foundation or Managing Professional certification is preferred.
- Microsoft 365 Certified: Modern Desktop Administrator Associate or HDI Support Center Manager certification is preferred.
About the company
Acuity, Inc. provides federal technology consulting services from its Reston, Virginia headquarters. The company helps government clients plan for the future, improve current operations, and reduce costs by delivering mission-focused results that matter to taxpayers. It combines practical technology, specialized services, and proven management techniques to continuously enhance how U.S. agencies serve and protect citizens. What sets Acuity apart is its emphasis on deep industry expertise, cost savings for taxpayers, and real, measurable outcomes tailored to government missions. The company’s goal is to help clients operate more effectively while delivering accountable, tangible results for Americans.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Reston, Virginia
Founded
2002
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Simplify's Take
What believers are saying
- Evolve gives Acuity fresh Department of State work opportunities after March 26, 2026.
- The September 2026 site refresh signals active hiring and a stronger growth posture.
- Cloud, AI, and hyperautomation offerings match agency modernization demand across 2026 procurements.
What critics are saying
- CIO-SP3 small-business access ends October 29, 2026, forcing recompete exposure.
- Acuity’s federal concentration ties revenue to State, SEC, and agency budget cycles.
- Missing Evolve or OneIT recompetes would crush pipeline and threaten Acuity’s viability.
What makes Acuity, Inc. unique
- Acuity holds multiple federal IDIQs, including SEC OneIT and CIO-SP3, through 2026.
- Acuity won State Department Evolve IDIQ on March 26, 2026, extending enterprise IT access.
- Acuity touts Microsoft Cloud Partner status and national-security cloud expertise in 2026.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan
- 401(k) Company Match
- Professional Development Budget
- Tuition Reimbursement