Information Systems Manager

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