IS Manager, TS/SCI w/Poly — Tier 2 Ops Lead

General Dynamics Information Technology, Inc.; Maryland; On-site; USD 136,000 - 184,000; Full time

Benefits offered by this job

Medical plan options

401(k) with company match

Paid time off

Job summary

General Dynamics Information Technology, Inc. (GDIT) is seeking an experienced Information Systems Manager to lead the Tier 2 Remote Support team in Annapolis Junction, MD.

The role focuses on overseeing daily support operations, managing staff, ensuring SLA compliance, and driving process improvements and automation. The ideal candidate has 5+ years in IT operations, a TS/SCI w/Poly clearance, and strong leadership with ITSM expertise.

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field.
• 5+ years of related experience in IT operations or technical support.
• Strong understanding of IT service management (ITSM) principles and support operations.
• Experience with ServiceNow or similar ticketing/workflow platforms.
• Proven experience managing escalated customer issues and driving resolution.

Responsibilities

• Lead and manage Tier 2 Remote Support operations to ensure efficient service delivery.
• Oversee recruitment, onboarding, training, coaching, and performance management of the team.
• Monitor SLA performance and adjust staffing to meet targets.
• Approve ServiceNow requests and tickets for Tier 2 operations.
• Collaborate with senior leadership to resolve operational challenges and customer-impacting issues.
• Identify recurring incidents, perform root-cause analysis, and drive corrective actions.

Skills

IT Operations

Problem Resolution

SLA Management

ITSM

Education

Bachelor's degree in Information Systems / IT / CS

Tools

ServiceNow

Ticketing systems

Job description

General Dynamics Information Technology, Inc. (GDIT) is seeking an experienced Information Systems Manager to lead the Tier 2 Remote Support team in Annapolis Junction, MD.

The role focuses on overseeing daily support operations, managing staff, ensuring SLA compliance, and driving process improvements and automation. The ideal candidate has 5+ years in IT operations, a TS/SCI w/Poly clearance, and strong leadership with ITSM expertise.