Information Systems Manager - TS/SCI w/ Poly
About The Position
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. 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.
Requirements
- Bachelor of Arts/Bachelor of Science
- 5+ years of related experience
- TS/SCI w/Poly security clearance
- US citizenship required
- DoD 8570 IAT Level II certified
- Experience working with customer technology and support requirements
- Experience working with the technology industry
- 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
Nice To Haves
- ITIL Foundations v3 certification preferred.
Responsibilities
- 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.
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Full flex work weeks where possible
- Variety of 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, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
