Information Systems Sr Manager - TS/SCI w/Poly

General Dynamics Information Technology; Maryland; On-site; USD 120,000 - 180,000; Full time

Job summary

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

The role involves overseeing User Account Management, Tier 2 Remote Support, COE Remote Support, and privileged access management, with the PMO and DevOps collaboration to drive stability and improvements.

Qualifications

• Bachelor of Arts or Bachelor of Science degree.
• 5+ years of related experience.

Responsibilities

• Lead and oversee User Account Management, Tier 2 Remote Support, COE Remote Support, TPAM Support, and Problem Management.
• Serve as the primary escalation point for all teams within the Operations Framework to assist with complex, high-visibility issues.
• Review and approve all ServiceNow requests related to Operations employees and ensure policy compliance.
• Monitor SLAs across services and adjust staffing, workflows, and priorities to meet targets.
• Collaborate with PMO, DevOps/Digital Services, and stakeholders to resolve operational and customer-impacting issues.

Education

Bachelor of Arts/Bachelor of Science

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

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 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.