Information Systems Manager - TS/SCI w/ Poly

General Dynamics - IT; Maryland; On-site; USD 95,000 - 135,000; Full time

Job summary

General Dynamics - IT seeks an Information Systems Manager to lead the Operations/Capabilities Service Desk/Tier 1 team, guiding 100 agents and coordinating with Tier 2 and related groups to ensure top-tier service delivery.

The role requires a Bachelor’s degree, 5+ years of related experience, TS/SCI with Poly, US citizenship, and DoD 8570 IAT Level II certification as a preferred credential. Some travel to client sites may be required, based in Annapolis Junction, MD.

Qualifications

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Security clearance: TS/SCI w/Poly
• US citizenship required
• DoD 8570 IAT Level II certification preferred

Responsibilities

• Manages the Operations/Capabilities Service Desk/Tier 1 team and ~100 members with emphasis on training.
• Leads tasks, projects and operations to meet business goals and client satisfaction.
• Analyzes call/chat data, identifies trends, and coordinates with Tier 2, Problem Resolution, AMs and other Operations to resolve issues.
• Participates in planning and rollout of new systems, tools, and processes affecting the service desk.
• Handles escalated customer issues with prompt resolution and professional communication.
• Leads, mentors, and trains Tier 1 analysts with regular feedback and performance reviews.

Education

Bachelor of Arts/Bachelor of Science

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.

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