Information Systems Manager - TS/SCI w/ Poly

General Dynamics
United States
Workplace: OnsiteFull timeUSD 124,093 - 161,000 annuallyFunction: Product ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Collaboration","Hiring","Planning","Problem Resolution","Service level focus"]

Lead the Operations/Capabilities Service Desk Tier 1 team, managing ~100 Tier 1 phone, live chat, web queue, telephone operators, and VTC schedulers with a strong training focus. Own service delivery and client satisfaction by facilitating problem resolution, analyzing call/chat trends, and coordinating with Tier 2 and problem-resolution teams. Recommend hiring, training, evaluations, and escalations, and help plan rollouts for new service desk systems, tools, and processes.

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General Dynamics
General Dynamics
3 days ago

Information Systems Manager - TS/SCI w/ Poly

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead the Operations/Capabilities Service Desk Tier 1 team, managing ~100 Tier 1 phone, live chat, web queue, telephone operators, and VTC schedulers with a strong training focus. Own service delivery and client satisfaction by facilitating problem resolution, analyzing call/chat trends, and coordinating with Tier 2 and problem-resolution teams. Recommend hiring, training, evaluations, and escalations, and help plan rollouts for new service desk systems, tools, and processes.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Manage the Operations/Capabilities Service Desk Tier 1 team and ~100 team members, emphasizing training and readiness.
  • •Ensure high client satisfaction by resolving end-user issues, handling escalations, and maintaining service quality.
  • •Analyze call and chat data to identify trends and coordinate with Tier 2, problem resolution, account managers, and other organizations to resolve issues.
  • •Recommend and/or initiate hiring, provide training and performance reviews, address performance issues, and make personnel recommendations.
  • •Participate in planning and rollout of new service desk systems, tools, and processes, adjusting operations to meet SLAs.
Travel: Medium travel

Pay and Benefits

Salary: USD 124,093 - 161,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

  • •Bachelor of Arts or Bachelor of Science degree.
  • •5+ years of related experience and leadership experience supporting Tier 1 help desk operations.
  • •DoD 8570 IAT Level II certification required; ITIL Foundations v3 preferred.
  • •Currently possess TS/SCI with Polygraph security clearance and maintain it.
  • •US citizenship required, with experience troubleshooting customer technologies and meeting service restoration and SLA requirements.
Experience:5+ years
Education:Bachelor's
Skills:CollaborationHiringPlanningProblem ResolutionService level focus
Certifications:DoD 8570 IAT Level IIITIL Foundations v3
Tech Stack:ITILDoD 8570 IAT Level IITier 1SLAFirst Contact Resolution (FCR)

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:TS/SCI + Polygraph

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn