IT Service Manager - TS​/SCI​/Poly

Overview

Job Description: 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

Skills:

Job Qualifications: Information Technology (IT) Services, Information Technology Management, ITIL Practices

Certifications: None

Experience: 6 + years of related experience

US Citizenship

Required:

Yes

Seize your opportunity to make a personal impact as an IT Service Manager supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiators. As an IT Service Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on an IT Service Manager joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer. We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance.

We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us!

• Oversee the delivery of IT services in accordance with ITIL-based frameworks, ensuring process consistency and best practices
• Manage the end-to-end lifecycle of incident, request, problem, change, and knowledge management processes
• Monitor, analyze, and report on service performance metrics and SLA adherence, identifying areas for intervention
• Lead service improvement plans (SIPs), root cause analyses, and post-incident reviews to drive continuous optimization
• Collaborate with IT Operations, Application Support, and other technical teams to coordinate seamless service delivery
• Engage with business stakeholders to understand needs, address escalations, and align services with organizational priorities
• Maintain accurate documentation of policies, procedures, workflows, and service catalog offerings
• Champion ITSM tool enhancements, process automation, and data-driven decision-making
• Coordinate training and development for service teams to improve maturity and responsiveness

• Hands-on experience with ITSM platforms such as Service Now
• Strong knowledge of ITIL practices (v3 or
  4) and Lean Six Sigma
• Experience implementing and managing SLAs, OLAs, and KPIs to measure service effectiveness
• Familiarity with service reporting, dashboards, and analytics tools
• Excellent stakeholder management, communication, and organizational change skills

• Education:
  
  Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science)
• Required Experience:
  
  6+ yrs of directly related professional work experience
• Required
  
  Certifications:
  
  ITIL Expert and Lean Six Sigma
• Security Clearance Level: TS/SCI with active polygraph
• Location:
  
  Tysons, VA - On Customer Site

• 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 you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $138,063 - $186,791. 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.

Scheduled Weekly

Hours:

40

Travel Required: Less than 10%

Telecommuting Options: Onsite

Work Location: USA VA Tysons Corner

Additional Work Locations:

Total Rewards At GDIT: 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…