TSS ITSM Operations Manager ITC # 1955

Clearance Level
Business Process Analysis
Bossier City, Louisiana

REQ#: RQ79046

Travel Required: Less than 10%
Public Trust: MBI Full 5C (T3)
Requisition Type: Regular

GDIT TSS is looking for an ITSM Operations Manager who will beresponsible for achieving and/or exceeding the goals of ITSM Operations with the implementation of processes, procedures, and performance indicators related to the administration of program guidelines and Statements of Work (SOW). The ITSM Operations Manager within the ITSM Operations is responsible for the Change, Incident and Problem Management processes and implementation for all supported programs and lines of service.


  • Reports to the Senior Manager of the GDIT Command Center and implements all requirements set forward to ensure all supported programs expectations are met to include GDIT and organizational requirements within set timelines.
  • Manages the analysis of business and technical processes to formulate and develop business information processing systems.
  • Manages the development of business process analysis and improvement programs.
  • Collaborates with other functional leaders on strategic planning for business process improvements.
  • Evaluates results of process analysis, audits, and plan implementation to determine organizational efficiency.
  • Analyzes and resolves process quality issues and needs as they relate to the business process performance and adherence to established organizational procedures.
  • Manages or supervises one or more small to medium sized teams focused on a few or multiple areas.

In addition to the above responsibilities, the ITSM Operations Manager will support all roles of the ITSM Operations Team including backfilling when needed. The ITSM Operations Manager may need to perform duties designated under all roles in ITSM Operations as needed to support ongoing operations.

Required Skills

  • Required - Bachelor’s (BA/BS), 5 plus years of related experience
  • ITIL Foundations certification (current version)
  • Ability to obtain ITIL Specialist or Expert certification in the latest ITIL release and prove continual growth towards these certifications.
  • Ability to handle escalated incidents, work closely with customers, have excellent communications skills
  • Minimum of 2 years’ experience managing people and/or business processes.
  • Extensive experience with ITIL process and procedures.
  • Excellent written and oral communications skills, excellent interpersonal skills and the ability to interface with all levels of employees.
  • Experience developing or recommending analytic approaches or solutions to problems and situations for which information is incomplete or for which no precedent exists.
  • Coordinate with Application Teams to develop and improve ticketing templates within the ITSM Ticketing tool ServiceNow for multiple programs and approvers.
  • Be able to prepare and present briefings
  • Ability to design and implement training sessions (Brown Bag Training) quarterly or as frequently as needed in support of ITSM Operations.
  • Be able to lead a team of employees by developing them to deliver a quality product to our customers. This requires coaching, training and providing critical feedback when warranted.
  • Ensures all deadlines for the team or met for management and our customers.
  • MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)

Desired Skills

  • Minimum of 2 years’ experience using an ITSM tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager or related tool.
  • Preferred Excellent customer service skills, written and oral communications skills, reading comprehension, interpersonal skills and the ability to interface with all levels of employees.
  • Preferred – Excellent abilities in decision making, troubleshooting problems, critical thinking and meeting timelines.
  • Preferred – Network + and/or Security + certification
  • Preferred – Cloud foundational certification in AWS, Azure, Google or related experience.

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.