General Dynamics Information Technology · 22 hours ago
Incident Manager - Active top secret required
USA DC Washington
Full-time
Onsite
Mid, Senior Level
$108K/yr - $121K/yr
5+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting and mission services to the U.S. government. The Incident Manager will oversee the management of IT service interruptions and help desk operations, ensuring high standards of customer support and operational efficiency.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services
Oversee daily help desk operations, ensuring technicians meet performance standards, follow procedures, and deliver exceptional customer support
Act as a key member of the quality control process by receiving issues through a triage process and routing them to the appropriate technicians
Define and enforce processes for how the team handles incidents, service requests, and operational protocols
Use technical knowledge and experience to make appropriate decisions regarding incident resolution and service restoration
Provide hands-on troubleshooting assistance and professional guidance to technicians to strengthen team capability and efficiency
Maintain accurate record-keeping by logging all service requests, incidents, and operational activities
Restore IT services to normal operation as quickly as possible while minimizing business impact
Monitor site-level performance metrics, identify trends, and implement improvements to enhance service quality
Serve as the primary on-site escalation point for customers and technicians, ensuring timely communication and issue resolution
Report major system issues and operational concerns to upper management to maintain visibility on critical malfunctions and site performance
Qualification
Required
Active Top Secret clearance required
Top Secret/SCI clearance must be able to obtain
5 + years of related experience
US Citizenship Required
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
Preferred
BS/BA Highly Desired
Benefits
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
A variety of medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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