Help Desk Incident Manager

DMI • Washington, DC

16d

About The Position

DMI, LLC is seeking a Help Desk Incident Manager to join us.

Requirements

• Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements
• New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 days of their start date.
• Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles.
• Must be a U.S. Citizen

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

Benefits

• Virtual visits through health insurance
• Pet insurance
• Commuter benefits
• Discount tickets for movies, travel, and many other items to provide convenience.
• Annual performance management
• Continuing education
• Tuition assistance
• Internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education
• EAP
• Life Insurance
• Disability to help provide financial stability for each DMI employee.
• Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Healthcare benefits
• Wellness programs
• Flu Shots
• Biometric screenings, and several other wellness options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees