Ticket Management Lead

Clearance Level
Information Systems Management
Minneapolis, Minnesota

REQ#: RQ87094

Travel Required: 10-25%
Requisition Type: Regular

We are GDIT. We support and secure some of the most complex government, defense, and intelligence projects across the country. At GDIT, cyber security is not just a singular part of our mission—it connects every one of us because it’s embedded into every aspect of what we do.  


GDIT is your place. You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. Our work depends on an Information Systems Supervisor joining our team to support Enterprise Technology Services (ETS) for the United States Postal Service (USPS) activities located locally remote. Will be required to appear onsite periodically.  


As an Information Systems Supervisor, you will be responsible for managing change request & incident ticket assessment and quality review, and workload monitoring and assignments in a large enterprise managed service environment. This work will be instrumental to meeting customer satisfaction and service level agreement measures. May lead work coordination efforts and assignments. 


At GDIT, people are our differentiator. In this role, a typical day will include: 

  • Works with ServiceNow to manage service request, change request and incident ticket assignments 

  • Reviews change requests for completeness and quality, clarify requirements with customers and assigns resources across groups to complete request 

  • Monitors metrics in ServiceNow to ensure performance SLAs are being met 

  • Collaborates with managers and other groups to prioritize, assign and monitor work 

  • Supervises information systems professionals and may spend a portion of time performing the work of those they supervise. 

  • May be responsible for the development of policies and procedures. 

  • Develops and administers schedule and performance requirements. 



  • BA/BS (or equivalent experience) 

  • 8+ years of experience supporting managed services environment leading workload assignment and task coordination 

  • Experience working with ServiceNow 



  • Full-flex work week 

  • 401K with company match 

  • Internal mobility team dedicated to helping you own your career 

  • Challenging work that makes a real impact on the world around you 

  • Diverse, highly collaborative teams 


Please Note: The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days.  


#Remote #USPSETS #OpportunityOwned #GDITCareers #GDITLife #WeareGDIT

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.