# Information Systems Manager

**Company**: GDIT
**Location**: Annapolis Junction, MD
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $136,000 - $184,000
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Information-Systems-Manager---TS-SCI-w-Poly_RQ230716-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6a4a5675-d2b

## Description

We are seeking an experienced and highly motivated Information Systems Manager to lead our Tier 2 Remote Support team. This position is responsible for overseeing daily support operations, managing technical staff, ensuring service level agreement (SLA) compliance, and driving continuous improvement across support processes and technologies.

**Key Responsibilities**

- Leadership & Team Management: Lead, mentor, develop, and manage a team of Tier 2 Remote Support professionals. Oversee employee recruitment, onboarding, training, coaching, motivation, and performance management.

- Operational Excellence: Direct and oversee Tier 2 Remote Support operations, ensuring efficient service delivery and customer satisfaction. Monitor SLA performance and proactively adjust team resources, priorities, and operational posture to meet or exceed service targets.

- Customer & Incident Management: Manage escalated customer issues and ensure timely and satisfactory resolution. Serve as a key escalation point for critical incidents and customer concerns.

- Process Improvement & Compliance: Develop, implement, and enforce IT policies, procedures, and operational standards. Ensure compliance with organizational requirements, industry regulations, and data protection standards.

- Technical Oversight: Maintain a working technical knowledge of all 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.

**Requirements**

- Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered.

- 5+ years of related experience

- TS/SCI w/Poly security clearance level

- US citizenship required

- Demonstrated experience managing technical support or IT operations teams.

- Strong understanding of IT service management (ITSM) 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.

**Benefits**

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Full flex work weeks where possible

- 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

## Skills

### Required
- IT service management
- ServiceNow
- leadership
- communication
- problem-solving
- analytical skills
- IT operations
- technical support

### Nice to have
- ITIL Foundation certification
- process automation
- operational efficiency initiatives
- enterprise infrastructure
- end-user support technologies

---

Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Information-Systems-Manager---TS-SCI-w-Poly_RQ230716-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)