IS Manager (TS/SCI) — Lead Tier-1 Ops & Training

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

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.