General Dynamics Information Technology · 1 day ago
IT Service Manager - TS/SCI/Poly
Tysons Corner, VA
Full-time
Onsite
Senior Level
$138K/yr - $187K/yr
6+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology and mission services. As an IT Service Manager, you will oversee IT service delivery, ensuring adherence to ITIL-based frameworks and driving operational excellence to meet customer needs.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
Top Secret SCI + Polygraph clearance level must currently possess
Top Secret SCI + Polygraph clearance level must be able to obtain
6 + years of related experience
US Citizenship Required
Hands-on experience with ITSM platforms such as ServiceNow
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 Certifications: ITIL Expert and Lean Six Sigma
Security Clearance Level: TS/SCI with active polygraph
Location: Tysons, VA - On Customer Site
Benefits
401K with company match
Comprehensive health and wellness packages
Professional growth opportunities including paid education and certifications
Rest and recharge with paid vacation and holidays
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
Ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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