Help Desk Incident Manager

Digital Management-posted 3 months ago
West McLean, VA
Professional, Scientific, and Technical Services
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We are seeking an experienced and detail-oriented Help Desk Incident Manager to oversee and manage the incident management process within our IT support operations. The Help Desk Incident Manager will be responsible for ensuring efficient handling of service disruptions, incidents, and escalations, minimizing downtime, and maintaining a high level of customer satisfaction. This role will involve collaboration with cross-functional teams, ensuring that incidents are resolved swiftly, documented accurately, and lessons are learned to improve future operations.

  • 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 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 to facilitate root cause analysis and resolution of recurring incidents.
  • 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 about the status of major incidents or service disruptions.
  • 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 to leadership.
  • 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.
  • 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.
  • 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.
  • Certifications such as ITIL or Certified Incident Manager (CIM) are preferred.
  • 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.
  • Virtual visits through health insurance.
  • Pet insurance.
  • Commuter benefits.
  • Discount tickets for movies and travel.
  • Annual performance management.
  • Continuing education and tuition assistance.
  • Generous 401k matches both pre-tax and post-tax (ROTH) contributions.
  • Financial wellness education.
  • Life Insurance and Disability benefits.
  • Annual Awards ceremony and service anniversaries.
  • Healthcare benefits and wellness programs.
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