Req ID: RQ230716
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph
Public Trust/Other Required: None
Job Family: IT Infrastructure and Operations
Skills:
Information Technology Operations,Problem Resolution,Service Level Agreement (SLA),Services Management
Certifications:
CompTIA Security+ CE | CompTIA - CompTIA
Experience:
5 + years of related experience
US Citizenship Required:
Yes
Job Description:
INFORMATION SYSTEMS MANAGER
We are seeking an experienced and highly motivated Information Systems Manager to lead our Tier 2 Remote Support team. This position is responsible for overseeing daily support operations, managing technical staff, ensuring service level agreement (SLA) compliance, and driving continuous improvement across support processes and technologies. The ideal candidate will possess strong leadership skills, operational expertise, and a solid technical background, with a commitment to delivering exceptional customer service and operational performance.
Key Responsibilities
Leadership & Team Management
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.
Operational Excellence
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.
Customer & Incident Management
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.
Process Improvement & Compliance
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.
Technical Oversight
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.
WHAT YOU'LL NEED TO SUCCEED
● Education: Bachelor of Arts/Bachelor of Science
● Experience: 5+ years of related experience
● Security clearance level: TS/SCI w/Poly
● US citizenship required
● Required Qualifications
Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.
Demonstrated 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.
● Preferred Qualifications
Experience leading remote or distributed technical support teams.
ITIL Foundation certification or equivalent IT service management experience.
Experience implementing process automation and operational efficiency initiatives.
Knowledge of enterprise infrastructure, end-user support technologies, and support escalation frameworks.
● Certification: Active CompTIA Security+ certification required.
Success Factors
The successful candidate will be a proactive leader who can balance customer satisfaction, operational performance, and employee development while continuously improving support processes, driving automation, and ensuring high-quality service delivery across the organization
GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
GlobalServices
The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
