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:
Automation, Collaboration, Leadership Management, Services Management, Support Tools
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
Yes

Job Description:

INFORMATION SYSTEMS SR MANAGER

Responsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs.

Key Responsibilities
• Lead and oversee the following operations teams:

• User Account Management - user provisioning, deprovisioning, access changes, and account maintenance
• Tier 2 Remote Support - advanced incident resolution and escalated technical support
• COE (Center of Excellence) Remote Support - subject-matter-expert support for complex and high-impact issues
• TPAM (Elevated Access Multi-Factor Authentication) Support - administration and support of privileged access and MFA solutions
• Problem Management - root cause analysis, trend identification, and long-term remediation of recurring issues

• Serve as the primary escalation point for all teams within the Operations Framework to assist with complex, high-visibility, or customer-impacting issues.
• Review and approve all ServiceNow requests associated with Operations employees, ensuring compliance with process, policy, and security requirements.
• Monitor SLAs across all supported services; adjust team posture, workflows, and priorities to improve performance and meet contractual/organizational targets.
• Analyze staffing levels relative to SLA performance and operational demand; recommend staffing adjustments, cross-training, or scheduling changes as needed.
• Partner directly with the Program Management Office (PMO) to identify, prioritize, and resolve operational and customer-impacting issues, ensuring alignment with program goals.
• Collaborate with Digital Services / DevOps teams to diagnose and resolve systemic issues, drive stability improvements, and support smooth deployment of new services and changes.
• Provide backup coverage for the Operations Framework Director, including decision-making authority, stakeholder communication, and incident oversight when needed.
• Identify and recommend new automation opportunities and enhancements to existing automations to improve efficiency, reduce manual effort, and enhance service quality.

WHAT YOU'LL NEED TO SUCCEED
The Information Systems Sr Manager must have:
• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support).
• Technical skills:

• Strong background in enterprise infrastructure and remote operations (networks, servers, cloud, endpoint management, remote support tools).
• Hands-on experience with IT service management platforms (preferably ServiceNow) and ITIL-based processes (incident, problem, change, request).
• Solid understanding of identity and access management, including MFA and privileged access management.
• Experience monitoring and managing SLAs, operational metrics, and team performance.
• Familiarity with automation tools and scripting used to streamline operations and reduce manual effort.

• Leadership & Management:

• Demonstrated ability to manage and mentor technical teams in a remote or distributed environment.
• Experience acting as an escalation point for complex technical and operational issues.
• Proven ability to collaborate with Program Management, DevOps/Digital Services, and cross-functional stakeholders.
• Ability to manage staffing plans, capacity, and workload to meet SLA and service quality targets.
• Experience providing backup or acting in a senior operations leadership role (e.g., Director) when required.

• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
• High level of ownership, accountability, and decision-making in customer-impacting situations.
• Security clearance level: TS/SCI w/Poly
• US citizenship required
• May require work during holidays, weekends, and outside normal business hours when operational needs dictate (e.g., major incidents, high-impact changes, or service outages).
• Certification Required: DoD 8570 IAT Level II certified

#GlobalServices

The likely salary range for this position is $161,500 - $218,500. 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:
Less than 10%

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.