DMI
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Help Desk Incident Manager
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DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. DMI supports public sector agencies and commercial enterprises around the globe with end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development. Overview
About The Opportunity: DMI, LLC is seeking a
Help Desk Incident Manager
to join us. Duties And Responsibilities
Leads response to critical incidents to minimize impact and restore normal service as quickly as possible Prioritizes 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 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 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 Qualifications
Education and Experience: Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, increases service integration, and researches current market technologies to design cost-effective solutions that meet customer requirements Min Citizenship Status Required: Must be a U.S. Citizen Physical Requirements: No physical requirements needed for this position Location: McLean, Virginia Employment details
Working at DMI: Full-time employment Benefits
Convenience/Concierge: Virtual visits through health insurance, pet insurance, commuter benefits, discounts for events and travel Development: Annual performance management, continuing education, tuition assistance, internal job opportunities Financial: Generous 401(k) matches, financial wellness programs, EAP, life insurance, disability coverage Recognition: Annual awards, service anniversaries, peer acknowledgments, employee referral bonuses Wellness: Healthcare benefits, wellness programs, vaccines, biometric screenings Applicants selected 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. Job ID: 2025-28260
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Help Desk Incident Manager
role at
DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. DMI supports public sector agencies and commercial enterprises around the globe with end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development. Overview
About The Opportunity: DMI, LLC is seeking a
Help Desk Incident Manager
to join us. Duties And Responsibilities
Leads response to critical incidents to minimize impact and restore normal service as quickly as possible Prioritizes 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 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 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 Qualifications
Education and Experience: Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, increases service integration, and researches current market technologies to design cost-effective solutions that meet customer requirements Min Citizenship Status Required: Must be a U.S. Citizen Physical Requirements: No physical requirements needed for this position Location: McLean, Virginia Employment details
Working at DMI: Full-time employment Benefits
Convenience/Concierge: Virtual visits through health insurance, pet insurance, commuter benefits, discounts for events and travel Development: Annual performance management, continuing education, tuition assistance, internal job opportunities Financial: Generous 401(k) matches, financial wellness programs, EAP, life insurance, disability coverage Recognition: Annual awards, service anniversaries, peer acknowledgments, employee referral bonuses Wellness: Healthcare benefits, wellness programs, vaccines, biometric screenings Applicants selected 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. Job ID: 2025-28260
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