Remote IT Operations Lead – Tier 2 Support & SLA Excellence

General Dynamics - IT; Annapolis (MD); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K with company match

Paid time off

Comprehensive benefits

Descripción de la vacante

General Dynamics - IT seeks an experienced Information Systems Manager to lead the Tier 2 Remote Support team, ensuring SLA compliance and operational excellence. You will oversee daily support operations, mentor staff, and drive process improvements across IT services and systems.

The role requires 5+ years of relevant leadership in IT ops, strong ITSM knowledge, experience with ServiceNow, and TS/SCI w/Poly plus US citizenship. Remote collaboration and cross-functional teamwork are essential.

Formación

• Bachelor's degree in Information Systems, IT, CS or related field required.
• Minimum 5+ years managing technical support or IT operations teams.
• Strong ITSM knowledge and experience with ServiceNow or similar systems.
• Proven ability to manage escalated issues and drive resolutions.
• Excellent leadership, communication, and collaboration skills.

Responsabilidades

• Lead Tier 2 Remote Support team and drive performance improvements.
• Oversee SLA compliance, staffing, and operational resources.
• Collaborate with Tier 3 and SMEs to resolve complex issues.
• Develop and enforce IT policies, procedures, and standards.

Conocimientos

Leadership

ITSM

ServiceNow

SLA management

Incident management

Team management

Root cause analysis

Cross-functional collaboration

Educación

Bachelor's degree in Information Systems/IT/CS

ITIL Foundation certification

Herramientas

ServiceNow

Descripción del empleo

General Dynamics - IT seeks an experienced Information Systems Manager to lead the Tier 2 Remote Support team, ensuring SLA compliance and operational excellence. You will oversee daily support operations, mentor staff, and drive process improvements across IT services and systems.

The role requires 5+ years of relevant leadership in IT ops, strong ITSM knowledge, experience with ServiceNow, and TS/SCI w/Poly plus US citizenship. Remote collaboration and cross-functional teamwork are essential.