Information Systems Sr Manager - TS/SCI w/Poly

About the role

Responsible for end-to-end leadership of multiple remote support and operations functions, ensuring high availability, strong customer experience, and adherence to SLAs.

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.
• 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.

Qualifications

• Bachelor of Arts/Bachelor of Science
• 5+ years of related experience
• Proven experience leading multiple IT/Operations teams (e.g., account management, remote support, problem management, elevated access/MFA support)
• 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
• Demonstrated ability to manage and mentor technical teams in a remote or distributed environment
• Experience acting as an escalation point for complex technical and operational issues
• Proven ability to collaborate with Program Management, DevOps/Digital Services, and cross-functional stakeholders
• Ability to manage staffing plans, capacity, and workload to meet SLA and service quality targets
• Experience providing backup or acting in a senior operations leadership role (e.g., Director) when required
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders
• High level of ownership, accountability, and decision-making in customer-impacting situations

Requirements

• TS/SCI w/Poly clearance
• US citizenship required
• DoD 8570 IAT Level II certified
• May require work during holidays, weekends, and outside normal business hours when operational needs dictate (e.g., major incidents, high-impact changes, or service outages)

Pay

$161,500 - $218,500

Schedule

40 hours per week. Less than 10% travel required. Onsite work location: USA MD Annapolis Junction.

Benefits

• Medical plan options, some with Health Savings Accounts
• Dental plan options
• Vision plan
• 401(k) plan with company match (pre and post-tax contributions up to IRS annual limits)
• Full flex work weeks where possible
• Paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance