Help Desk Incident Manager

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

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 effectiveness and identify areas for improvement.
  • Implement actions based on feedback to enhance the overall quality of service provided by the help desk.

Education Requirement:

• 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.

Additional Requirements:

• 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.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: McLean, Virginia

• Open to working remote within the DMV area