Remote IT Operations Manager - Tier 2 Support

General Dynamics Information Technology (GDIT); Maryland; On-site; USD 136,000 - 184,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Flex work weeks

Job summary

General Dynamics Information Technology (GDIT) is seeking an experienced Information Systems Manager to lead our Tier 2 Remote Support team. This role oversees daily operations, staff management, SLA compliance, and continuous improvement across support processes and technologies.

The ideal candidate will have a strong ITSM background, excellent leadership and communication skills, and a commitment to delivering high-quality service within a federal contracting environment.

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or related field; equivalent experience may be considered.
• Experience managing technical support or IT operations teams.
• Strong understanding of IT service management (ITSM) principles and support operations.
• Experience with ServiceNow or similar ticketing and workflow management platforms.
• Proven experience managing escalated customer issues and driving issue resolution.
• Strong analytical and problem-solving skills, including root cause analysis.
• Excellent leadership, communication, and interpersonal skills.
• Experience monitoring and managing SLA performance and workforce productivity.
• Ability to collaborate effectively across technical and business organizations.

Responsibilities

• Lead, mentor, develop, and manage a team of Tier 2 Remote Support professionals.
• Oversee employee recruitment, onboarding, training, coaching, motivation, and performance management.
• Conduct regular performance evaluations and support professional growth and career development.
• Manage team productivity and accountability, providing coaching and corrective guidance as needed to ensure performance expectations are met.
• Provide backup leadership coverage for the Remote Operations Manager when required.
• Direct and oversee Tier 2 Remote Support operations, ensuring efficient service delivery and customer satisfaction.
• Monitor SLA performance and proactively adjust team resources, priorities, and operational posture to meet or exceed service targets.
• Evaluate staffing levels against workload demands and SLA requirements, making recommendations for workforce adjustments as needed.
• Approve ServiceNow requests and tickets associated with Tier 2 support personnel and operational workflows.
• Partner with senior leadership, operations management, and the Program Management Office to resolve operational challenges and customer-impacting issues.
• Manage escalated customer issues and ensure timely and satisfactory resolution.
• Serve as a key escalation point for critical incidents and customer concerns.
• Collaborate with Tier 3 support teams and technical subject matter experts to resolve complex technical issues requiring advanced expertise.
• Develop, implement, and enforce IT policies, procedures, and operational standards.
• Ensure compliance with organizational requirements, industry regulations, and data protection standards.
• Identify recurring incidents and operational trends, perform root cause analysis, and drive corrective actions to reduce future occurrences.
• Recommend and champion process improvements, automation opportunities, and enhancements to existing support systems and workflows.
• Maintain a working technical knowledge of all systems, services, workflows, and approval processes managed by the Tier 2 team.
• Assess support processes and technologies to improve efficiency, service quality, and customer experience.
• Support ongoing modernization and automation initiatives to increase operational effectiveness.

Skills

Information Technology Operations

Problem Resolution

Service Level Agreement (SLA)

Services Management

Education

Bachelor's degree in Information Systems, Information Technology, Computer Science, or related field

Tools

ServiceNow

Job description

General Dynamics Information Technology (GDIT) is seeking an experienced Information Systems Manager to lead our Tier 2 Remote Support team. This role oversees daily operations, staff management, SLA compliance, and continuous improvement across support processes and technologies.

The ideal candidate will have a strong ITSM background, excellent leadership and communication skills, and a commitment to delivering high-quality service within a federal contracting environment.