Req ID: RQ174598

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Job Family: Information Systems Management

Skills:

Incident Management,ITIL Processes,Problem Management,Service Levels,Services Management

Certifications:

Security + - CompTIA

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Information Systems Manager

Seize your opportunity to make a personal impact as a Information Systems Manager managing a fast-paced Service Delivery team supporting multiple environments and locations. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. As a Information Systems Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Information Systems Manager joining our team to manage complex environments making impactful impacts.

​ HOW A INFORMATION SYSTEMS MANAGER WILL MAKE AN IMPACT:

• Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations

• Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process

• Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required

• Responsible for the effective implementation of the ITIL processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure.

• Represent the first stage of incident escalation for levels 1/2/3

• Monitor the incidents to ensure that the Service Level Agreement are respected

• Identify, initiate, schedule and conduct incident reviews

• Ensure the closure of all resolved and end-user confirmed Incident records

• Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

WHAT YOU’LL NEED TO SUCCEED:

• BA/BS in Computer Science or related field and 5 years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment

• Familiarity with service desk technologies including IT Service Management (prefer ServiceNow)

• Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.

• Required clearance: TS/SCI clearance

• U.S Citizenship is required due to TS/SCI clearance

• Work location: on site in Newington VA 5 days a week. Not a remote/hybrid role.

Desired Qualifications:

• Help Desk Institute or Service Desk Institute Service Operations Manager Certification.

• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.

• Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.

• Demonstrated experience with service desk technologies highlighted above

• Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.

• Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.

WHAT GDIT CAN OFFER YOU:

• 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 and the ability to make a real impact on the world around you.

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.

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The likely salary range for this position is $116,979 - $143,750. 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.