Description
The Information Systems Sr Manager will provide end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs.
Key responsibilities include:
- Leading and overseeing various operations teams such as User Account Management, Tier 2 Remote Support, COE Remote Support, TPAM Support, and Problem Management
- Serving as the primary escalation point for complex, high-visibility, or customer-impacting issues
- Reviewing and approving ServiceNow requests associated with Operations employees
- Monitoring SLAs and adjusting team posture, workflows, and priorities to improve performance
- Analyzing staffing levels and recommending adjustments as needed
- Partnering with the Program Management Office and Digital Services / DevOps teams to identify and resolve operational and customer-impacting issues
- Providing backup coverage for the Operations Framework Director
- Identifying and recommending new automation opportunities and enhancements to existing automations
The ideal candidate will have:
- 5+ years of related experience
- Proven experience leading multiple IT/Operations teams
- Strong background in enterprise infrastructure and remote operations
- Hands-on experience with IT service management platforms and ITIL-based processes
- 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
- Demonstrated ability to manage and mentor technical teams in a remote or distributed environment
- Excellent verbal and written communication skills
- High level of ownership, accountability, and decision-making in customer-impacting situations
- Security clearance level: TS/SCI w/Poly
- US citizenship required
- DoD 8570 IAT Level II certification
The likely salary range for this position is $161,500 - $218,500.