Information Systems Senior Manager GW - TS/SCI Poly Required
Annapolis Junction, MD 20701 In-Person
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Reposted more than 3 months ago
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Job Description
The Information Systems Senior Manager shall have the following responsibilities:
• Manages employees engaged in providing information system solutions and technical support in one or more functional areas.
• Senior Remote Operations Manager responsible for the oversight of the following teams
• User Account Management team
• Tier 2 Remote Support team
• COE (Center Of Excellence) Remote Support team
• TPAM (Elevated Access Multi Factor Authentication) Support team
• Problem Management
• Deputy to Operations Director providing back up support to the following teams
• Availability Management
• Change Management
• Service Delivery
• Enterprise Management
• Escalation point for all teams within Operations Framework for assistance with complex issues
• Approve all ServiceNow tickets for requests for Operations employees
• Monitor SLAs and adjust team posture to improve performance as needed
• Monitor Staffing Levels against SLA performance and recommend changes as needed
• Worked directly with Program Management Office to resolve operational and customer impacting issues
• Provide backup coverage for Operations Framework Director
• Recommended opportunities for new automations as well as enhancements to existing
Mandatory Skills:
Desired Skills:
• Manages employees engaged in providing information system solutions and technical support in one or more functional areas.
• Senior Remote Operations Manager responsible for the oversight of the following teams
• User Account Management team
• Tier 2 Remote Support team
• COE (Center Of Excellence) Remote Support team
• TPAM (Elevated Access Multi Factor Authentication) Support team
• Problem Management
• Deputy to Operations Director providing back up support to the following teams
• Availability Management
• Change Management
• Service Delivery
• Enterprise Management
• Escalation point for all teams within Operations Framework for assistance with complex issues
• Approve all ServiceNow tickets for requests for Operations employees
• Monitor SLAs and adjust team posture to improve performance as needed
• Monitor Staffing Levels against SLA performance and recommend changes as needed
• Worked directly with Program Management Office to resolve operational and customer impacting issues
• Provide backup coverage for Operations Framework Director
• Recommended opportunities for new automations as well as enhancements to existing
Mandatory Skills:
- Demonstrated experience in team leadership, strategic planning, and project management
- Senior Level Management
- Strong technical background with expertise in enterprise IT services
- No degree + 25 years experience OR Bachelor's Degree + 20 years experience
- CompTIA Security+ CE required within 6 months of start date
- TS/SCI with FS Poly
Desired Skills:
- Ability to collaborate effectively across departments and with external stakeholders
- Excellent communication and interpersonal skills
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