IT Service Manager - TS/SCI/Poly

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

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!

HOW AN IT SERVICE MANAGER WILL MAKE AN IMPACT

• 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 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

WHAT YOU’LL NEED TO SUCCEED:

• 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

GDIT IS YOUR PLACE:

• 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

Work Requirements

Years of Experience

6 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required