DMI · 3 months ago
Help Desk Incident Manager
Washington, DC
Full-time
Onsite
Senior LevelDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Help Desk Incident Manager to lead responses to critical incidents, coordinate with Help Desk teams, and implement best practices for incident management.
Cyber SecurityEnterprise SoftwareInformation TechnologySoftware
No H1B
U.S. Citizen Only
Responsibilities
Leads response to critical incidents to minimize impact and restore normal service as quickly as possible
Experienced in prioritizing incidents based on urgency and business impact, coordinating with Help Desk teams for immediate action
Coordinates between different teams and stakeholders to address, resolve, and escalate incidents to higher-level support teams when required
Provides clear and timely updates to affected parties and prepares reports on incident trends, response times, and areas for improvement contributing to strategic planning
Keeps detailed records of incidents, actions taken, and resolutions for future reference and continuous improvement and ensures Help Desk technicians are maintaining accurate records
Conducts reviews after incidents to identify root causes, assesses the effectiveness of the response, and implements improvements to prevent recurrence
Develops and refines incident response protocols to enhance the efficiency and effectiveness of future incident handling
Implements industry best practice for incident management and ensures adherence to established procedures
Trains Help Desk staff on effective incident handling, encouraging knowledge sharing, and skill development
Qualification
Required
Must be a U.S. Citizen
Leads other subject matter experts of the IT technology team for specific customers
Evaluates design and architecture issues
Increases integration of services delivered
Researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements
Benefits
Virtual visits through health insurance
Pet insurance
Commuter benefits
Discount tickets for movies
Travel
Annual performance management
Continuing education
Tuition assistance
Internal job opportunities
Career enrichment and advancement
Generous 401k matches both pre-tax and post-tax (ROTH) contributions
Financial wellness education
EAP
Life Insurance
Disability
Annual Awards ceremony
Service anniversaries
Peer-to-peer acknowledgment
Employee referral bonuses
Healthcare benefits
Wellness programs
Flu Shots
Biometric screenings
Company
DMI
DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.
Founded in 2002
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$8.44MKey Investors
OceanSound Partners
2021-10-26Private Equity
2016-08-31Series Unknown· $4.19M
2013-06-03Debt Financing· $0.2M
Leadership Team
Gary Wang
Chief Technology Officer
Jay Sunny Bajaj
Founder and Board Member
Recent News
Company data provided by crunchbase