Help Desk Incident Manager

Help Desk Incident Manager

Job :  | Category:
Project/Program Management & PMO |

Location:

US-VA-Mc Lean

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

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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.

• Incident Management & Resolution
  • 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.
• Incident Process & Workflow Optimization
  • 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.
• Team Coordination & Collaboration
  • 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.
• Escalation & Communication
  • 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.
• Root Cause Analysis & Reporting
  • 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.
• Documentation & Knowledge Management
  • 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.
• Customer Satisfaction & Service Improvement
  • 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…