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DMI · 1 day ago

Help Desk Incident Manager

Virginia, United States

Contract

Hybrid

Senior Level

5+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking an experienced Help Desk Incident Manager to oversee the incident management process within IT support operations, ensuring efficient handling of service disruptions and maintaining high customer satisfaction.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

U.S. Citizen Only

Responsibilities

Oversee the end-to-end management of IT incidents, ensuring that they are quickly identified, prioritized, and resolved in accordance with established Service Level Agreements (SLAs)

Manage incident escalation processes, ensuring timely resolution of high-priority issues and minimizing impact on business operations

Work closely with technical teams to troubleshoot and resolve complex issues, providing clear communication and updates to end-users and stakeholders

Develop, implement, and refine incident management processes and workflows to ensure efficient handling of incidents

Continuously evaluate and improve incident management procedures to streamline operations and reduce resolution time

Maintain up-to-date knowledge of industry best practices and ITIL (Information Technology Infrastructure Library) methodologies

Lead and support a team of help desk technicians, providing guidance, training, and oversight to ensure incidents are addressed promptly and efficiently

Collaborate with other IT teams (e.g., system administrators, network engineers, security teams) to facilitate root cause analysis and resolution of recurring incidents

Foster a team-oriented environment focused on problem-solving, customer service, and continuous improvement

Serve as the primary point of contact for incident escalation, ensuring that complex or critical issues are resolved by the appropriate teams in a timely manner

Provide regular updates and clear communication to internal stakeholders, including management and business units, about the status of major incidents or service disruptions

Ensure that users are informed of incident resolutions, workarounds, and any ongoing issues affecting system functionality

Lead post-incident reviews to analyze root causes, identify trends, and implement corrective actions to prevent future incidents

Generate and present detailed incident reports, including performance metrics (e.g., response times, resolution times, and incident volume), to leadership

Use incident data to identify areas for process improvements, knowledge base updates, and staff training

Ensure accurate and timely documentation of incidents, resolutions, and related knowledge in the IT service management platform

Develop and maintain an internal knowledge base for troubleshooting common issues, creating workarounds, and sharing solutions with the team

Promote the use of self-service tools, knowledge articles, and FAQs to improve incident resolution efficiency

Ensure incidents are resolved with the least disruption to end-users and that all service requests meet or exceed customer expectations

Collect feedback from end-users and stakeholders to measure incident management effectiveness and identify areas for improvement

Implement actions based on feedback to enhance the overall quality of service provided by the help desk

Qualification

ITILIncident ManagementIT Systems KnowledgeRoot Cause AnalysisProcess ImprovementKnowledge ManagementBudgetingCustomer SatisfactionLeadershipEffective Communication

Required

A Bachelor's Degree in Information Technology, Computer Science, or a related field, or at least 5+ years of experience in IT support or incident management

In-depth knowledge of IT systems, infrastructure, and software development

Familiarity with government regulations, compliance, and security standards (e.g., NIST)

Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions

Effective communication with stakeholders, team members, and senior management

Budgeting and financial oversight skills to effectively manage the contract

Ability to allocate resources efficiently and track expenses

Must be a U.S. Citizen

Preferred

Certifications such as ITIL or Certified Incident Manager (CIM) are preferred

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

Bethesda, Maryland, USA

1001-5000 employees