Senior Information Systems Manager | TS/SCI + Poly

General Dynamics Information Technology; Maryland; On-site; USD 124,000 - 161,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Job summary

General Dynamics Information Technology is seeking an Information Systems Manager to lead the Operations/Capabilities Service Desk and Tier 1 teams. The role focuses on training, process improvements, and effective incident resolution for complex government and defense projects.

You will manage ~100 staff, drive service delivery, and coordinate with Tier 2 and other groups to ensure high client satisfaction. A TS/SCI w/ Poly clearance is required.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of related experience.
• U.S. citizenship is required.
• TS/SCI w/ Polygraph clearance required; ability to obtain.
• DoD 8570 IAT Level II certification.
• Experience supporting government/defense IT operations.
• Strong written and verbal communication skills.
• ITIL Foundations v3 certification preferred.
• Experience leading Tier 1 teams and managing service desk operations.
• Knowledge of SLAs, networking, OS and application troubleshooting.

Responsibilities

• Lead the Operations/Capabilities Service Desk/Tier 1 team of ~100 staff.
• Manage tasks, projects, and operations to meet business goals.
• Facilitate issue resolution and maintain client satisfaction.
• Analyze call/chat data, detect trends, and coordinate with Tier 2 and other groups.
• Participate in planning/rollout of new systems, tools, and processes.
• Mentor Tier 1 analysts and conduct performance reviews.
• Handle escalated customer issues with professional communication.

Skills

Collaboration

Hiring

Planning

Problem Resolution

SLA (Service Level Agreement)

Education

Bachelor's degree

Job description

General Dynamics Information Technology is seeking an Information Systems Manager to lead the Operations/Capabilities Service Desk and Tier 1 teams. The role focuses on training, process improvements, and effective incident resolution for complex government and defense projects.

You will manage ~100 staff, drive service delivery, and coordinate with Tier 2 and other groups to ensure high client satisfaction. A TS/SCI w/ Poly clearance is required.