Information Systems Manager - TS/SCI w/ Poly

General Dynamics Information Technology; Maryland; On-site; USD 124,000 - 161,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Job summary

General Dynamics Information Technology is seeking an Information Systems Manager to lead the Operations/Capabilities Service Desk and Tier 1 teams. The role focuses on training, process improvements, and effective incident resolution for complex government and defense projects.

You will manage ~100 staff, drive service delivery, and coordinate with Tier 2 and other groups to ensure high client satisfaction. A TS/SCI w/ Poly clearance is required.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of related experience.
• U.S. citizenship is required.
• TS/SCI w/ Polygraph clearance required; ability to obtain.
• DoD 8570 IAT Level II certification.
• Experience supporting government/defense IT operations.
• Strong written and verbal communication skills.
• ITIL Foundations v3 certification preferred.
• Experience leading Tier 1 teams and managing service desk operations.
• Knowledge of SLAs, networking, OS and application troubleshooting.

Responsibilities

• Lead the Operations/Capabilities Service Desk/Tier 1 team of ~100 staff.
• Manage tasks, projects, and operations to meet business goals.
• Facilitate issue resolution and maintain client satisfaction.
• Analyze call/chat data, detect trends, and coordinate with Tier 2 and other groups.
• Participate in planning/rollout of new systems, tools, and processes.
• Mentor Tier 1 analysts and conduct performance reviews.
• Handle escalated customer issues with professional communication.

Skills

Collaboration

Hiring

Planning

Problem Resolution

SLA (Service Level Agreement)

Education

Bachelor's degree

Job description

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Collaboration, Hiring, Planning, Problem Resolution, Service Level Agreement (SLA)

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

INFORMATION SYSTEMS MANAGER

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as an Information Systems Manager for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT

Manager will lead the Operations/Capabilities Service Desk/Tier 1 team and will be responsible for the following:

• Manages approximately 100 team members to include Tier 1 Phone, Live Chat Agents, Web Queue, Telephone Operators and VTC Schedulers with a strong emphasis on training.
• Manages tasks, projects and operations as well as business goals.
• Facilitates problem resolution and delivery of services to the end users and maintains high client satisfaction rating.
• Analyzes call and chat data, determines trends and collaborates with Tier 2, Problem Resolution, AMs, other Operations Organizations and GDIT Business Areas to assemble necessary information to resolve issues.
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
• Participate in planning and rollout of new systems, tools, and processes affecting the service desk.
• Handle escalated customer issues, ensuring prompt resolution and professional communication.
• Lead, mentor, and coach Tier 1 analysts; provide regular feedback, training, and performance reviews.

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
• Certification Required: DoD 8570 IAT Level II certified
• Location: Annapolis Junction, MD
• Some travel will be required
• Role requirements:

• Experience working with customer technology and support requirements
• Experience working with the technology industry
• ITIL Foundations v3 certification preferred.
• Must have an adaptive management style to respond to changing business demands and client environment.
• Possess strong communications skills to effectively interact with team members, all levels of management within the company and the client.
• Possess problem-solving skills to detect and resolve technical problems.
• Possess a high degree of flexibility and availability to respond to service restoration activities in support of the operational environment.
• Must be able to work under pressure and make decisions that meet the needs of the client while maintaining the scope of the service within contract guidelines.
• Requires a high level of knowledge of established processes and procedures in the area of Operations.
• Must be able to adjust processes as necessary to meet Service Level Agreements (SLAs), and drive First Contact Resolution (FCR).
• Tier 1 help desk experience including leadership role
• Basic networking, OS, and application troubleshooting

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

The likely salary range for this position is $124,093 - $161,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

10-25%

Telecommuting Options:

Onsite

Work Location:

USA MD Annapolis Junction

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans