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General Dynamics Information Technology, Inc.
Information Systems Manager - TS/SCI w/ Poly
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Based on Maryland data
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What they do
A Data Manager manages databases and coordinates data collection and analysis for a company or organization. Develops procedures for documentation and data storage. Performs or manages data analysis for studies, projects and reports.
$138,587 / year median in Maryland
+9% projected growth
Job Description
Information Systems Manager - TS/SCI w/ Poly
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 roleBasic networking, OS, and application troubleshooting
INFORMATION SYSTEMS
MANAGERMake 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 w your growth is just as important as the mission you support.MEANINGFUL WORK AND PERSONAL
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 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 requirementsExperience working with the technology industryITIL 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 roleBasic networking, OS, and application troubleshooting