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:
Incident Process & Workflow Optimization:
Team Coordination & Collaboration:
Escalation & Communication:
Root Cause Analysis & Reporting:
Documentation & Knowledge Management:
Customer Satisfaction & Service Improvement:
Education Requirement:
Additional Requirements:
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No Physical requirement needed for this position.
Location: McLean, Virginia
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