Help Desk Incident Manager

DMI-posted 20 days ago
Full-time • Manager
Remote • Tysons, VA
1,001-5,000 employees
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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 (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.
  • 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
  • Certifications such as ITIL or Certified Incident Manager (CIM) are preferred.
  • 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, and 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.
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