Information Systems Sr Manager - TS/SCI w/Poly

Information Systems Sr Manager - TS/SCI w/Poly INFORMATION SYSTEMS SR MANAGERResponsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs. Key Responsibilities Lead and oversee the following operations teams:User Account Management user provisioning, deprovisioning, access changes, and account maintenanceTier 2 Remote Support advanced incident resolution and escalated technical supportCOE (Center of Excellence) Remote Support subject-matter-expert support for complex and high-impact issuesTPAM (Elevated Access Multi-Factor Authentication) Support administration and support of privileged access and MFA solutionsProblem Management root cause analysis, trend identification, and long-term remediation of recurring issues Serve as the primaryescalation pointfor all teams within the Operations Framework to assist with complex, high-visibility, or customer-impacting issues. Review andapprove all ServiceNow requestsassociated with Operations employees, ensuring compliance with process, policy, and security requirements. Monitor SLAsacross all supported services; adjust team posture, workflows, and priorities to improve performance and meet contractual/organizational targets. Analyze staffing levelsrelative to SLA performance and operational demand; recommend staffing adjustments, cross-training, or scheduling changes as needed. Partner directly with theProgram Management Office (PMO)to identify, prioritize, and resolve operational and customer-impacting issues, ensuring alignment with program goals. Collaborate withDigital Services / DevOps teamsto diagnose and resolve systemic issues, drive stability improvements, and support smooth deployment of new services and changes. Providebackup coverage for the Operations Framework Director, including decision-making authority, stakeholder communication, and incident oversight when needed. Identify andrecommend new automation opportunitiesand enhancements to existing, Management: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. Security clearance level: TS/SCI w/Poly US citizenship required May require work duringholidays, weekends, and outside normal business hourswhen operational needs dictate (e.g., major incidents, high-impact changes, or service outages). Certification Required, DoD

automations to improve efficiency, reduce manual effort, and enhance service quality. WHAT YOULL NEED TO SUCCEEDThe Information Systems Sr Manager must have: Education: Bachelor of Arts/Bachelor of Science Experience: 5+ years of related experience Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support). Technical skills: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. Leadership &, 8570 IAT Level II certified GDIT, IS YOUR PLACEAt GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplaceOWN YOUR OPPORTUNITYExplore an enterprise IT career at GDIT and youll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. #GlobalServices