TS/SCI w/Poly Information Systems Manager — Remote Support

General Dynamics IT; Maryland; On-site; USD 140,000 - 180,000; Full time

Job summary

General Dynamics IT seeks an experienced Information Systems Manager to lead our Tier 2 Remote Support team. You will oversee daily operations, manage technical staff, ensure SLA compliance, and drive process improvements across support technologies.

The ideal leader has 5+ years in IT operations, a TS/SCI w/ Poly clearance, and a strong background in ITSM, ServiceNow, and incident management. You will mentor staff, coordinate cross-functional efforts, and uphold rigorous security and

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• 5+ years of related 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 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

ITSM

Leadership

Communication

Analytical thinking

Root cause analysis

Collaboration

SLA monitoring

Problem solving

Team management

Escalation management

Education

BA/BS in IT related field

Equivalent experience considered

Tools

ServiceNow

ITIL Foundation

Job description

General Dynamics IT seeks an experienced Information Systems Manager to lead our Tier 2 Remote Support team. You will oversee daily operations, manage technical staff, ensure SLA compliance, and drive process improvements across support technologies.

The ideal leader has 5+ years in IT operations, a TS/SCI w/ Poly clearance, and a strong background in ITSM, ServiceNow, and incident management. You will mentor staff, coordinate cross-functional efforts, and uphold rigorous security and