Information Systems Sr Manager - TS/SCI w/Poly

General Dynamics IT; United States; On-site; USD 140,000 - 170,000; Full time

Job summary

General Dynamics IT is seeking an Information Systems Senior Manager to lead multiple remote support and operations teams, ensuring high availability and strong customer experience while meeting SLAs.

This role oversees User Account Management, Tier 2 Remote Support, COE Remote Support, and TPAM MFA Support, driving stability and incident resolution across a distributed environment. TS/SCI w/ Poly clearance and DoD 8570 IAT II are required.

Qualifications

• Bachelor's degree required.
• 5+ years of related experience.
• Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management).
• Technical skills in enterprise infrastructure and remote operations (networks, servers, cloud, endpoint management, remote support).
• Experience with IT service management platforms (ServiceNow) and ITIL processes.
• Security clearance TS/SCI with Poly and US citizenship required.
• Willingness to work outside normal hours for major incidents or outages.
• DoD 8570 IAT Level II certification.

Responsibilities

• Lead and oversee operations teams: User Account Management, Tier 2 Remote Support, COE Remote Support, TPAM MFA Support, Problem Management.
• Serve as primary escalation point for complex, high-visibility issues.
• Review and approve all ServiceNow requests for Operations employees, ensuring policy and security compliance.
• Monitor SLAs across all services and adjust priorities to meet targets.
• Analyze staffing levels relative to SLA performance and recommend adjustments.
• Partner with PMO to identify, prioritize, and resolve issues aligning with program goals.
• Collaborate with Digital Services/DevOps to diagnose and resolve systemic issues and improve deployment stability.
• Provide backup coverage for the Operations Framework Director when needed.
• Identify and recommend new automation opportunities to improve efficiency.

Skills

Automation

Collaboration

Leadership

Management

ITIL

ServiceNow

SLA management

Education

Bachelor's degree

Tools

ServiceNow

IAM Tools

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