Information Systems Sr Manager - TS/SCI w/Poly

General Dynamics Information Technology, Inc.; Maryland; On-site; USD 162,000 - 219,000; Full time

Benefits offered by this job

Medical plan options

401K with company match

Paid time off

Flex work weeks

Job summary

General Dynamics Information Technology, Inc. is seeking an experienced Information Systems Sr Manager to lead end-to-end remote support and operations, ensuring high availability, strong customer experience, and adherence to SLAs.

The role requires TS/SCI w/Poly clearance, DoD 8570 IAT Level II, and extensive collaboration across PMO, DevOps, and ITIL-based processes. The position emphasizes leadership of multiple IT/Operations teams, optimizing staffing and automation opportunities, and

Qualifications

• Bachelor of Arts/Bachelor of Science required.
• 5+ years of related IT/Operations experience.
• Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management).
• Strong background in enterprise infrastructure and remote operations; ITSM platforms (ServiceNow) and ITIL processes.
• Experience with identity and access management, MFA, and privileged access management.

Responsibilities

• Oversee and lead multiple IT/Operations teams ensuring high availability and adherence to SLAs.
• Serve as primary escalation point for complex, high-visibility issues within the Operations Framework.
• Review and approve all ServiceNow requests related to Operations, ensuring policy and security compliance.
• Monitor SLAs and operational metrics; adjust staffing and workflows to improve performance.
• Collaborate with PMO, DevOps, and cross-functional stakeholders to resolve issues and improve stability.

Skills

Automation

Collaboration

Leadership Management

Services Management

Support Tools

Education

Bachelor of Arts/Bachelor of Science

Tools

ServiceNow

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: Automation, Collaboration, Leadership Management, Services Management, Support Tools Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes

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 primary escalation point for all teams within the Operations Framework to assist with complex, high-visibility, or customer-impacting issues.
• Review and approve all ServiceNow requests associated with Operations employees, ensuring compliance with process, policy, and security requirements.
• Monitor SLAs across all supported services; adjust team posture, workflows, and priorities to improve performance and meet contractual/organizational targets.
• Analyze staffing levels relative to SLA performance and operational demand; recommend staffing adjustments, cross-training, or scheduling changes as needed.
• Partner directly with the Program Management Office (PMO) to identify, prioritize, and resolve operational and customer-impacting issues, ensuring alignment with program goals.
• Collaborate with Digital Services / DevOps teams to diagnose and resolve systemic issues, drive stability improvements, and support smooth deployment of new services and changes.
• Provide backup coverage for the Operations Framework Director, including decision-making authority, stakeholder communication, and incident oversight when needed.
• Identify and recommend new automation opportunities and enhancements to existing automations to improve efficiency, reduce manual effort, and enhance service quality.

What You’ll Need to Succeed

• 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 during holidays, weekends, and outside normal business hours when 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.

#GlobalServices

The likely salary range for this position is $161,500 - $218,500. 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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