Information Systems Manager - TS/SCI w/Poly

General Dynamics - IT; Annapolis (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Comprehensive benefits

Job summary

General Dynamics - IT seeks an experienced Information Systems Manager to lead the Tier 2 Remote Support team, ensuring SLA compliance and operational excellence. You will oversee daily support operations, mentor staff, and drive process improvements across IT services and systems.

The role requires 5+ years of relevant leadership in IT ops, strong ITSM knowledge, experience with ServiceNow, and TS/SCI w/Poly plus US citizenship. Remote collaboration and cross-functional teamwork are essential.

Qualifications

• Bachelor's degree in Information Systems, IT, CS or related field required.
• Minimum 5+ years managing technical support or IT operations teams.
• Strong ITSM knowledge and experience with ServiceNow or similar systems.
• Proven ability to manage escalated issues and drive resolutions.
• Excellent leadership, communication, and collaboration skills.

Responsibilities

• Lead Tier 2 Remote Support team and drive performance improvements.
• Oversee SLA compliance, staffing, and operational resources.
• Collaborate with Tier 3 and SMEs to resolve complex issues.
• Develop and enforce IT policies, procedures, and standards.

Skills

Leadership

ITSM

ServiceNow

SLA management

Incident management

Team management

Root cause analysis

Cross-functional collaboration

Education

Bachelor's degree in Information Systems/IT/CS

ITIL Foundation certification

Tools

ServiceNow

Job description

INFORMATION SYSTEMS MANAGER

We are seeking an experienced and highly motivated Information Systems Manager to lead our Tier 2 Remote Support team. This position is responsible for overseeing daily support operations, managing technical staff, ensuring service level agreement (SLA) compliance, and driving continuous improvement across support processes and technologies. The ideal candidate will possess strong leadership skills, operational expertise, and a solid technical background, with a commitment to delivering exceptional customer service and operational performance.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, develop, and manage a team of Tier 2 Remote Support professionals.
• Oversee employee recruitment, onboarding, training, coaching, motivation, and performance management.
• Conduct regular performance evaluations and support professional growth and career development.
• Manage team productivity and accountability, providing coaching and corrective guidance as needed to ensure performance expectations are met.
• Provide backup leadership coverage for the Remote Operations Manager when required.

Operational Excellence

• Direct and oversee Tier 2 Remote Support operations, ensuring efficient service delivery and customer satisfaction.
• Monitor SLA performance and proactively adjust team resources, priorities, and operational posture to meet or exceed service targets.
• Evaluate staffing levels against workload demands and SLA requirements, making recommendations for workforce adjustments as needed.
• Approve ServiceNow requests and tickets associated with Tier 2 support personnel and operational workflows.
• Partner with senior leadership, operations management, and the Program Management Office to resolve operational challenges and customer-impacting issues.

Customer & Incident Management

• Manage escalated customer issues and ensure timely and satisfactory resolution.
• Serve as a key escalation point for critical incidents and customer concerns.
• Collaborate with Tier 3 support teams and technical subject matter experts to resolve complex technical issues requiring advanced expertise.

Process Improvement & Compliance

• Develop, implement, and enforce IT policies, procedures, and operational standards.
• Ensure compliance with organizational requirements, industry regulations, and data protection standards.
• Identify recurring incidents and operational trends, perform root cause analysis, and drive corrective actions to reduce future occurrences.
• Recommend and champion process improvements, automation opportunities, and enhancements to existing support systems and workflows.

Technical Oversight

• Maintain a working technical knowledge of all systems, services, workflows, and approval processes managed by the Tier 2 team.
• Assess support processes and technologies to improve efficiency, service quality, and customer experience.
• Support ongoing modernization and automation initiatives to increase operational effectiveness.

WHAT YOU’LL NEED TO SUCCEED

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Security clearance level: TS/SCI w/Poly
• US citizenship required

Required Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• Demonstrated experience managing technical support or IT operations teams.
• Strong understanding of IT service management (ITSM) principles and support operations.
• Experience with ServiceNow or similar ticketing and workflow management platforms.
• Proven experience managing escalated customer issues and driving issue resolution.
• Strong analytical and problem-solving skills, including root cause analysis.
• Excellent leadership, communication, and interpersonal skills.
• Experience monitoring and managing SLA performance and workforce productivity.
• Ability to collaborate effectively across technical and business organizations.

Preferred Qualifications

• Experience leading remote or distributed technical support teams.
• ITIL Foundation certification or equivalent IT service management experience.
• Experience implementing process automation and operational efficiency initiatives.
• Knowledge of enterprise infrastructure, end-user support technologies, and support escalation frameworks.

Certification:

Active CompTIA Security+ certification required.

Success Factors

The successful candidate will be a proactive leader who can balance customer satisfaction, operational performance, and employee development while continuously improving support processes, driving automation, and ensuring high-quality service delivery across the organization

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

#GlobalServices