Poly

General Dynamics Information Technology•Annapolis Junction, MD

10d•$136,000 - $184,000•Onsite

About The Position

GDIT is seeking an experienced Information Systems Manager to lead its Tier 2 Remote Support team. The role oversees day-to-day support operations, technical staff, SLA compliance, and ongoing improvement of support processes and technologies. The manager balances customer satisfaction, operational performance, and employee development while maintaining high-quality service delivery. The manager leads and develops the team, oversees staffing and performance, and provides backup leadership coverage for the Remote Operations Manager when required. The position manages escalations and critical incidents, collaborates with Tier 3 teams and technical experts, and works with senior leadership, operations management, and the Program Management Office to resolve operational challenges. The role also develops and enforces IT policies, procedures, and operational standards; ensures compliance with organizational requirements, regulations, and data protection standards; and identifies trends and root causes to drive corrective actions. The manager maintains working technical knowledge of the Tier 2 team's systems and workflows and supports modernization and automation efforts. This is an onsite position in Annapolis Junction, Maryland, with 40 scheduled weekly hours and less than 10% travel. Applicants must be U.S. citizens and possess an active TS/SCI with Polygraph clearance. The stated likely salary range is $136,000–$184,000; actual compensation may vary based on experience, location, and contractual requirements.

Requirements

Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.
At least 5 years of related experience.
Demonstrated experience managing technical support or IT operations teams.
Strong understanding of IT service management 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.
Active CompTIA Security+ certification.
U.S. citizenship.
Must currently possess a TS/SCI with Polygraph clearance and be able to obtain a TS/SCI with Polygraph clearance.

Nice To Haves

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.

Responsibilities

Lead, mentor, develop, and manage Tier 2 Remote Support professionals.
Oversee recruitment, onboarding, training, coaching, motivation, performance management, performance evaluations, and employee career development.
Manage team productivity and accountability, providing coaching and corrective guidance as needed.
Provide backup leadership coverage for the Remote Operations Manager when required.
Direct Tier 2 Remote Support operations to support efficient service delivery and customer satisfaction.
Monitor SLA performance and adjust team resources, priorities, and operational posture to meet or exceed service targets.
Evaluate staffing against workload and SLA requirements and recommend 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 serve as an escalation point for critical incidents and customer concerns.
Collaborate with Tier 3 support teams and technical subject matter experts to resolve complex technical issues.
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.
Recommend and champion process improvements, automation opportunities, and enhancements to support systems and workflows.
Maintain working technical knowledge of the 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 modernization and automation initiatives to improve operational effectiveness.

Benefits

Comprehensive benefits and wellness packages.
401(k) plan with company match.
Competitive pay and paid time off.
Medical plan options, some with Health Savings Accounts.
Dental plan options.
Vision plan.
Full flex work weeks where possible.
Paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
Short- and long-term disability benefits.
Life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance are provided or available.
Internal mobility team focused on helping employees achieve career goals.
AI-powered career tool identifying career steps and learning opportunities.