Information Systems Manager - TS/SCI w/Poly

General Dynamics Information Technology, Inc.; Maryland; On-site; USD 136,000 - 184,000; Full time

Benefits offered by this job

Medical plan options

401(k) with company match

Paid time off

Job summary

General Dynamics Information Technology, Inc. (GDIT) is seeking an experienced Information Systems Manager to lead the Tier 2 Remote Support team in Annapolis Junction, MD.

The role focuses on overseeing daily support operations, managing staff, ensuring SLA compliance, and driving process improvements and automation. The ideal candidate has 5+ years in IT operations, a TS/SCI w/Poly clearance, and strong leadership with ITSM expertise.

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field.
• 5+ years of related experience in IT operations or technical support.
• Strong understanding of IT service management (ITSM) principles and support operations.
• Experience with ServiceNow or similar ticketing/workflow platforms.
• Proven experience managing escalated customer issues and driving resolution.

Responsibilities

• Lead and manage Tier 2 Remote Support operations to ensure efficient service delivery.
• Oversee recruitment, onboarding, training, coaching, and performance management of the team.
• Monitor SLA performance and adjust staffing to meet targets.
• Approve ServiceNow requests and tickets for Tier 2 operations.
• Collaborate with senior leadership to resolve operational challenges and customer-impacting issues.
• Identify recurring incidents, perform root-cause analysis, and drive corrective actions.

Skills

IT Operations

Problem Resolution

SLA Management

ITSM

Education

Bachelor's degree in Information Systems / IT / CS

Tools

ServiceNow

Ticketing systems

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: Information Technology Operations, Problem Resolution, Service Level Agreement (SLA), Services Management Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes

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

• 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

Salary

The likely salary range for this position is $136,000 - $184,000. 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: Less than 10% 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. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

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