Type of Requisition
Regular
Clearance Level Must Currently Possess
Top Secret SCI + Polygraph
Clearance Level Must Be Able to Obtain
Top Secret SCI + Polygraph
Public Trust/Other Required
None
Job Family
IT Infrastructure and Operations
Job Qualifications
Skills
- Automation, Collaboration, Leadership Management, Services Management, Support Tools
- Certifications:
- None
- Experience:
- 5 + years of related experience
- US Citizenship Required:
- Yes
Job Description
INFORMATION SYSTEMS SR MANAGER
Responsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs.
Key Responsibilities
Lead and oversee the following operations teams
User Account Management – user provisioning, deprovisioning, access changes, and account maintenance
Tier 2 Remote Support – advanced incident resolution and escalated technical support
COE (Center of Excellence) Remote Support – subject-matter-expert support for complex and high-impact issues
TPAM (Elevated Access Multi-Factor Authentication) Support – administration and support of privileged access and MFA solutions
Problem Management – root cause analysis, trend identification, and long-term remediation of recurring issues
Serve as the primary escalation point for all teams within the Operations Framework to assist with complex, high-visibility, or customer-impacting issues.
Review and approve all ServiceNow requests associated with Operations employees, ensuring compliance with process, policy, and security requirements.
Show the full description
Monitor SLAs across all supported services; adjust team posture, workflows, and priorities to improve performance and meet contractual/organizational targets.
Analyze staffing levels relative to SLA performance and operational demand; recommend staffing adjustments, cross-training, or scheduling changes as needed.
Partner directly with the Program Management Office (PMO) to identify, prioritize, and resolve operational and customer-impacting issues, ensuring alignment with program goals.
Collaborate with Digital Services / DevOps teams to diagnose and resolve systemic issues, drive stability improvements, and support smooth deployment of new services and changes.
Provide backup coverage for the Operations Framework Director, including decision-making authority, stakeholder communication, and incident oversight when needed.
Identify and recommend new automation opportunities and enhancements to existing automations to improve efficiency, reduce manual effort, and enhance service quality.
WHAT YOU’LL NEED TO SUCCEED
The Information Systems Sr Manager must have
Education: Bachelor of Arts/Bachelor of Science
Experience: 5+ years of related experience
Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support).
Technical skills
Strong background in enterprise infrastructure and remote operations (networks, servers, cloud, endpoint management, remote support tools).
Hands-on experience with IT service management platforms (preferably ServiceNow) and ITIL-based processes (incident, problem, change, request).
Solid understanding of identity and access management, including MFA and privileged access management.
Experience monitoring and managing SLAs, operational metrics, and team performance.
Familiarity with automation tools and scripting used to streamline operations and reduce manual effort.
Leadership & Management
Demonstrated ability to manage and mentor technical teams in a remote or distributed environment.
