DMI, LLC is seeking a Help Desk Incident Manager to join us. The role involves leading the response to critical incidents to minimize impact and restore normal service as quickly as possible. The Incident Manager will prioritize incidents based on urgency and business impact, coordinating with Help Desk teams for immediate action. This position requires coordination between different teams and stakeholders to address, resolve, and escalate incidents to higher-level support teams when required. The Incident Manager will provide clear and timely updates to affected parties and prepare reports on incident trends, response times, and areas for improvement contributing to strategic planning. Keeping detailed records of incidents, actions taken, and resolutions for future reference and continuous improvement is essential, as well as ensuring Help Desk technicians maintain accurate records. The role also includes conducting reviews after incidents to identify root causes, assessing the effectiveness of the response, and implementing improvements to prevent recurrence. The Incident Manager will develop and refine incident response protocols to enhance the efficiency and effectiveness of future incident handling, implement industry best practices for incident management, and ensure adherence to established procedures. Training Help Desk staff on effective incident handling, encouraging knowledge sharing, and skill development is also a key responsibility.
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Job Type
Full-time