Information Systems Sr Manager - TS​/SCI w​/Poly

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

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.

• 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 Service Now 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 / Dev Ops 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.

• 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 Service Now) 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. Experience acting as an escalation point for complex technical and operational issues. Proven ability to collaborate with Program Management, Dev Ops/Digital Services, and cross-functional stakeholders. Ability to…