Information Systems Manager - TS/SCI w/Poly

General Dynamics IT; Maryland; On-site; USD 140,000 - 180,000; Full time

Job summary

General Dynamics IT seeks an experienced Information Systems Manager to lead our Tier 2 Remote Support team. You will oversee daily operations, manage technical staff, ensure SLA compliance, and drive process improvements across support technologies.

The ideal leader has 5+ years in IT operations, a TS/SCI w/ Poly clearance, and a strong background in ITSM, ServiceNow, and incident management. You will mentor staff, coordinate cross-functional efforts, and uphold rigorous security and

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• 5+ years of related 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.

Responsibilities

• Lead, mentor, develop, and manage a team of Tier 2 Remote Support professionals.
• Oversee 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.
• 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.
• 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.
• 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.
• 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.

Skills

ITSM

Leadership

Communication

Analytical thinking

Root cause analysis

Collaboration

SLA monitoring

Problem solving

Team management

Escalation management

Education

BA/BS in IT related field

Equivalent experience considered

Tools

ServiceNow

ITIL Foundation

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

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, operat