Job Description

Public Trust: None

Requisition Type: Regular

Your Impact

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.

Job Description

INFORMATION SYSTEMS MANAGER

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as an Information Systems Manager for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT
Manager will lead the Operations/Capabilities Service Desk/Tier 1 team and will be responsible for the following:
● Manages approximately 100 team members to include Tier 1 Phone, Live Chat Agents, Web Queue, Telephone Operators and VTC Schedulers with a strong emphasis on training.
● Manages tasks, projects and operations as well as business goals.
● Facilitates problem resolution and delivery of services to the end users and maintains high client satisfaction rating.
● Analyzes call and chat data, determines trends and collaborates with Tier 2, Problem Resolution, AMs, other Operations Organizations and GDIT Business Areas to assemble necessary information to resolve issues.

● Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

● Participate in planning and rollout of new systems, tools, and processes affecting the service desk.

● Handle escalated customer issues, ensuring prompt resolution and professional communication.

● Lead, mentor, and coach Tier 1 analysts; provide regular feedback, training, and performance reviews.

WHAT YOU’LL NEED TO SUCCEED
● Education: Bachelor of Arts/Bachelor of Science
● Experience: 5+ years of related experience
● Security clearance level: TS/SCI w/Poly
● US citizenship required

● Certification Required: DoD 8570 IAT Level II certified

● Location: Annapolis Junction, MD

● Some travel will be required
● Role requirements:

• Experience working with customer technology and support requirements
• Experience working with the technology industry
• ITIL Foundations v3 certification preferred.
• Must have an adaptive management style to respond to changing business demands and client environment.
• Possess strong communications skills to effectively interact with team members, all levels of management within the company and the client.
• Possess problem-solving skills to detect and resolve technical problems.
• Possess a high degree of flexibility and availability to respond to service restoration activities in support of the operational environment. 
• Must be able to work under pressure and make decisions that meet the needs of the client while maintaining the scope of the service within contract guidelines.
• Requires a high level of knowledge of established processes and procedures in the area of Operations.
• Must be able to adjust processes as necessary to meet Service Level Agreements (SLAs), and drive First Contact Resolution (FCR).
• Tier 1 help desk experience including leadership role
• Basic networking, OS, and application troubleshooting

GDIT IS YOUR PLACE
At 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 workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

#GlobalServices

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

CompTIA Security+ CE | CompTIA - CompTIA

Travel Required

10-25%

Citizenship

U.S. Citizenship Required

Job Tags

Contract work

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