Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph

Public Trust/Other Required:
None

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Collaboration, Hiring, Planning, Problem Resolution, Service Level Agreement (SLA)
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
Yes

Job Description:

INFORMATION SYSTEMS MANAGER

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as an Information Systems Manager for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT
Manager will lead the Operations/Capabilities Service Desk/Tier 1 team and will be responsible for the following:
• Manages approximately 100 team members to include Tier 1 Phone, Live Chat Agents, Web Queue, Telephone Operators and VTC Schedulers with a strong emphasis on training.
• Manages tasks, projects and operations as well as business goals.
• Facilitates problem resolution and delivery of services to the end users and maintains high client satisfaction rating.
• Analyzes call and chat data, determines trends and collaborates with Tier 2, Problem Resolution, AMs, other Operations Organizations and GDIT Business Areas to assemble necessary information to resolve issues.
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
• Participate in planning and rollout of new systems, tools, and processes affecting the service desk.
• Handle escalated customer issues, ensuring prompt resolution and professional communication.
• Lead, mentor, and coach Tier 1 analysts; provide regular feedback, training, and performance reviews.

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
• Certification Required: DoD 8570 IAT Level II certified
• Location: Annapolis Junction, MD
• Some travel will be required
• Role requirements:

• Experience working with customer technology and support requirements
• Experience working with the technology industry
• ITIL Foundations v3 certification preferred.
• Must have an adaptive management style to respond to changing business demands and client environment.
• Possess strong communications skills to effectively interact with team members, all levels of management within the company and the client.
• Possess problem-solving skills to detect and resolve technical problems.
• Possess a high degree of flexibility and availability to respond to service restoration activities in support of the operational environment.
• Must be able to work under pressure and make decisions that meet the needs of the client while maintaining the scope of the service within contract guidelines.
• Requires a high level of knowledge of established processes and procedures in the area of Operations.
• Must be able to adjust processes as necessary to meet Service Level Agreements (SLAs), and drive First Contact Resolution (FCR).
• Tier 1 help desk experience including leadership role
• Basic networking, OS, and application troubleshooting

#GlobalServices

The likely salary range for this position is $124,093 - $161,000. 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.

Scheduled Weekly Hours:
40

Travel Required:
10-25%

Telecommuting Options:
Onsite

Work Location:
USA MD Annapolis Junction

Additional Work Locations:

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.