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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Information Systems Manager - TS/SCI w/Poly - **Company:** General Dynamics Information Technology - **Location:** Annapolis Junction, MD, United States - **Experience:** Expert - **Salary:** $136,000.0 - $184,000.0 - **Contract:** Permanent contract - **Skills:** CompTIA Security+, Information Systems, Information Technology Operations, Information Technology, Servicenow - **Published:** October 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f12087929a881de9 ## About the Role * Education: Bachelor of Arts/Bachelor of Science * Experience: 5+ years of related experience * Security clearance level: TS/SCI w/Poly * US citizenship required, * Bachelor's degree in Information Systems, Information Technology, Computer Science, or a related field; equivalent experience may be considered. * 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., * Experience leading remote or distributed technical support teams. * ITIL Foundation certification or equivalent IT service management experience. * Experience implementing process automation and operational efficiency initiatives. * Knowledge of enterprise infrastructure, end-user support technologies, and support escalation frameworks. * Certification: Active CompTIA Security+ certification required. Success Factors The successful candidate will be a proactive leader who can balance customer satisfaction, operational performance, and employee development while continuously improving support processes, driving automation, and ensuring high-quality service delivery across the organization, 5 + years of related experience * may vary based on technical training, certification(s), or degree Certification CompTIA Security+ CE | CompTIA - CompTIA Travel Required Less than 10% Citizenship ## Description Own your opportunity to serve as a critical component of our nation's safety and security. Make an impact by using your expertise to protect our country from threats., 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. The ideal candidate will possess strong leadership skills, operational expertise, and a solid technical background, with a commitment to delivering exceptional customer service and operational performance., 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. * Conduct regular performance evaluations and support professional growth and career development. * Manage team productivity and accountability, providing coaching and corrective guidance as needed to ensure performance expectations are met. * Provide backup leadership coverage for the Remote Operations Manager when required. 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. * Evaluate staffing levels against workload demands and SLA requirements, making recommendations for workforce adjustments as needed. * Approve ServiceNow requests and tickets associated with Tier 2 support personnel and operational workflows. * Partner with senior leadership, operations management, and the Program Management Office to resolve operational challenges and customer-impacting issues. 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. * Collaborate with Tier 3 support teams and technical subject matter experts to resolve complex technical issues requiring advanced expertise. Process Improvement & Compliance * Develop, implement, and enforce IT policies, procedures, and operational standards. * Ensure compliance with organizational requirements, industry regulations, and data protection standards. * Identify recurring incidents and operational trends, perform root cause analysis, and drive corrective actions to reduce future occurrences. * Recommend and champion process improvements, automation opportunities, and enhancements to existing support systems and workflows. 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. * Support ongoing modernization and automation initiatives to increase operational effectiveness.