Senior IT Operations Manager - SLA-Driven IAM & Automation

General Dynamics Information Technology, Inc.

Maryland

On-site

USD 162,000 - 219,000

Full time

14 days+

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Benefits offered by this job

Medical plan options

401K with company match

Paid time off

Flex work weeks

Job summary

General Dynamics Information Technology, Inc. is seeking an experienced Information Systems Sr Manager to lead end-to-end remote support and operations, ensuring high availability, strong customer experience, and adherence to SLAs.

The role requires TS/SCI w/Poly clearance, DoD 8570 IAT Level II, and extensive collaboration across PMO, DevOps, and ITIL-based processes. The position emphasizes leadership of multiple IT/Operations teams, optimizing staffing and automation opportunities, and

Qualifications

Bachelor of Arts/Bachelor of Science required.
5+ years of related IT/Operations experience.
Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management).
Strong background in enterprise infrastructure and remote operations; ITSM platforms (ServiceNow) and ITIL processes.
Experience with identity and access management, MFA, and privileged access management.

Responsibilities

Oversee and lead multiple IT/Operations teams ensuring high availability and adherence to SLAs.
Serve as primary escalation point for complex, high-visibility issues within the Operations Framework.
Review and approve all ServiceNow requests related to Operations, ensuring policy and security compliance.
Monitor SLAs and operational metrics; adjust staffing and workflows to improve performance.
Collaborate with PMO, DevOps, and cross-functional stakeholders to resolve issues and improve stability.