Information Systems Sr Manager - TS/SCI w/Poly

General Dynamics - IT; Annapolis (MD); On-site; USD 140,000 - 175,000; Full time

Benefits offered by this job

401K with company match

Competitive pay

Paid time off

Job summary

General Dynamics - IT in the United States is seeking an Information Systems Sr Manager to lead multiple remote support and operations teams, ensuring high availability, strong customer experience, and adherence to SLAs.

The role requires a BA/BS, 5+ years of related experience, and hands-on leadership across IT/Operations with ServiceNow and ITIL experience, IAM/MFA expertise, and a proven track record of improving performance. Candidates must hold TS/SCI w/Poly and US citizenship.

Qualifications

• BA/BS required in a relevant field.
• 5+ years of related experience in IT/Operations leadership.
• Experience leading multiple IT/Operations teams (remote or distributed).
• Security clearance: TS/SCI w/Poly; US citizenship required.

Responsibilities

• Lead and consolidate multiple remote support and operations teams to meet SLAs.
• Act as escalation point for complex, high-visibility issues across the Operations Framework.
• Review and approve ServiceNow requests within policies and security requirements.
• Collaborate with PMO, DevOps/Digital Services, and stakeholders to align operational goals.

Skills

Leadership

Communication

ITIL / ITSM

ServiceNow

Identity & Access Mgmt

SLA / Metrics

Automation scripting

Education

Bachelor of Arts / Bachelor of Science

Tools

ServiceNow

ITIL

Job description

INFORMATION SYSTEMS SR MANAGER

Responsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs.

Key Responsibilities

• Lead and oversee the following operations teams:
  • User Account Management – user provisioning, deprovisioning, access changes, and account maintenance
  • Tier 2 Remote Support – advanced incident resolution and escalated technical support
  • COE (Center of Excellence) Remote Support – subject-matter-expert support for complex and high-impact issues
  • TPAM (Elevated Access Multi-Factor Authentication) Support – administration and support of privileged access and MFA solutions
  • Problem Management – root cause analysis, trend identification, and long-term remediation of recurring issues
• Serve as the primaryescalation pointfor all teams within the Operations Framework to assist with complex, high-visibility, or customer-impacting issues.
• Review andapprove all ServiceNow requestsassociated with Operations employees, ensuring compliance with process, policy, and security requirements.
• Monitor SLAsacross all supported services; adjust team posture, workflows, and priorities to improve performance and meet contractual/organizational targets.
• Analyze staffing levelsrelative to SLA performance and operational demand; recommend staffing adjustments, cross-training, or scheduling changes as needed.
• Partner directly with theProgram Management Office (PMO)to identify, prioritize, and resolve operational and customer-impacting issues, ensuring alignment with program goals.
• Collaborate withDigital Services / DevOps teamsto diagnose and resolve systemic issues, drive stability improvements, and support smooth deployment of new services and changes.
• Providebackup coverage for the Operations Framework Director, including decision-making authority, stakeholder communication, and incident oversight when needed.
• Identify andrecommend new automation opportunitiesand enhancements to existing automations to improve efficiency, reduce manual effort, and enhance service quality.

WHAT YOU’LL NEED TO SUCCEED

The Information Systems Sr Manager must have:

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support).
• Technical skills:
  • Strong background in enterprise infrastructure and remote operations (networks, servers, cloud, endpoint management, remote support tools).
  • Hands-on experience with IT service management platforms (preferably ServiceNow) and ITIL-based processes (incident, problem, change, request).
  • Solid understanding of identity and access management, including MFA and privileged access management.
  • Experience monitoring and managing SLAs, operational metrics, and team performance.
  • Familiarity with automation tools and scripting used to streamline operations and reduce manual effort.
• Leadership & Management:
  • Demonstrated ability to manage and mentor technical teams in a remote or distributed environment.
  • Experience acting as an escalation point for complex technical and operational issues.
  • Proven ability to collaborate with Program Management, DevOps/Digital Services, and cross-functional stakeholders.
  • Ability to manage staffing plans, capacity, and workload to meet SLA and service quality targets.
  • Experience providing backup or acting in a senior operations leadership role (e.g., Director) when required.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
• High level of ownership, accountability, and decision-making in customer-impacting situations.
• Security clearance level: TS/SCI w/Poly
• US citizenship required
• May require work duringholidays, weekends, and outside normal business hourswhen operational needs dictate (e.g., major incidents, high-impact changes, or service outages).
• Certification Required: DoD 8570 IAT Level II certified

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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