Poly

General Dynamics Information Technology•Annapolis Junction, MD

4d•$161,500 - $218,500•Onsite

About The Position

Responsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs. This role involves leading various operations teams, serving as a primary escalation point, reviewing requests, monitoring SLAs, analyzing staffing, partnering with PMO and DevOps, and identifying automation opportunities.

Requirements

Bachelor of Arts/Bachelor of Science degree.
5+ years of related experience.
Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support).
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.
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.
TS/SCI w/Poly security clearance.
US citizenship required.
DoD 8570 IAT Level II certified.

Nice To Haves

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).

Responsibilities

Lead and oversee User Account Management (provisioning, deprovisioning, access changes, account maintenance).
Lead and oversee Tier 2 Remote Support (advanced incident resolution, escalated technical support).
Lead and oversee COE (Center of Excellence) Remote Support (subject-matter-expert support for complex issues).
Lead and oversee TPAM (Elevated Access Multi-Factor Authentication) Support (administration and support of privileged access and MFA solutions).
Lead and oversee Problem Management (root cause analysis, trend identification, long-term remediation).
Serve as the primary escalation point for all teams within the Operations Framework for 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.
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.
Identify and recommend new automation opportunities and enhancements to existing automations to improve efficiency, reduce manual effort, and enhance service quality.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay
Paid time off
AI-powered career tool that identifies career steps and learning opportunities
Internal mobility team focused on helping you achieve your career goals
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
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
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.