Senior IT Manager - Customer Support & Cyber Ops

Defense Information Systems Agency; Stratford (CT); On-site; USD 120,000 - 170,000; Full time

Job summary

Defense Information Systems Agency in the United States seeks a senior IT manager within the Cyber Excepted Service to supervise customer-support operations and deliver enterprise IT services essential to national cyber missions.

The role requires directing teams, managing portfolios, and shaping policies to ensure high-quality IT support while maintaining security clearances and mission readiness. Shift work and DoD requirements apply, with telework governed by mission needs.

Qualifications

• Attention to detail in reviewing IT-related work and ensuring accuracy and consistency with standards.
• Customer service skills: build relationships and tailor IT products/services to customer needs.
• Oral communication: briefing senior management and IT staff on status of systems and projects.
• Problem solving: identify alternatives for complex IT issues and evaluate information sources.

Responsibilities

• Directs and supervises customer-support personnel; plans work, assigns priorities, adjusts workloads, provides technical guidance, and resolves operational and personnel issues.
• Manages planning and delivery of enterprise customer-support services, including troubleshooting, customer assistance, training, and resolution of complex IT service requirements.
• Leads IT projects and portfolio activities; coordinates requirements, resources, schedules, risks, and service commitments to deliver mission capabilities.
• Develops, interprets, and implements customer-support policies, procedures, and service-delivery strategies to improve performance and ensure consistent IT support.
• Serves as a technical advisor on advanced IT customer-support issues; evaluates emerging technologies and resolves complex information-management and service-delivery problems.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

Defense Information Systems Agency in the United States seeks a senior IT manager within the Cyber Excepted Service to supervise customer-support operations and deliver enterprise IT services essential to national cyber missions.

The role requires directing teams, managing portfolios, and shaping policies to ensure high-quality IT support while maintaining security clearances and mission readiness. Shift work and DoD requirements apply, with telework governed by mission needs.