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Req ID: RQ182039Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret SCI + PolygraphJob Family: Information Systems ManagementSkills:Information Systems,People Management,Problem SolvingCertifications:CompTIA Network + - Comp Tia Security + CertificationExperience:5 + years of related experienceUS Citizenship Required:YesJob Description:Information Systems ManagerTransform technology into opportunity as an Information Systems Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.At GDIT, people are our differentiator. As an Information Systems Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Information Systems Manager joining our team.HOW AN INFORMATION SYSTEMS MANAGER WILL MAKE AN IMPACTManager 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 operationsal 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 SD Operations Organizations and EA 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 managerWHAT YOU’LL NEED TO SUCCEED:● Education: Bachelor of Arts/Bachelor of Science● Required Experience: 5+ years of related experience● Security Clearance Level: TS/SCI w/poly● Preferred Skills:● 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 around Service DeliveryOperations● Must be able to adjust processes as necessary to meet Service Level Agreements (SLAs), and drive First Contact Resolution (FCR).● Certification required: 8570 Sec● Location: On Site● US Citizenship RequiredGDIT IS YOUR PLACE:● 401K with company match● Comprehensive health and wellness packages● Internal mobility team dedicated to helping you own your career● Professional growth opportunities including paid education and certifications● Cutting-edge technology you can learn from#GREENWAY#ITPolyMDThe likely salary range for this position is $119,000 - $161,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
