Help Desk Incident Manager with Security Clearance

Overview

Help Desk Incident Manager with Security Clearance – Join to apply for the role at Digital Management Ltd About the Opportunity

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. Responsibilities

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 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 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, 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. Qualifications

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 About Working at DMI

We are a diverse, prosperous, and rewarding place to work with well-being programs including Convenience/Concierge, Development, Financial, Recognition, and Wellness categories. Perks include health insurance options, 401k benefits, education and career development, and opportunities to work with award-winning clients. Note: Applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions. Company Details

Seniority level: Mid-Senior level Employment type: Contract Job function: Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at Digital Management Ltd by 2x Related Roles

Incident Manager Level III (Computer Network Defense) Requires US Security clearance

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