Help Desk Incident Manager

Responsibilities & Qualifications

RESPONSIBILITIES

* Incident Response
* Lead the response to critical IT incidents, ensuring that normal service is restored as quickly as possible and minimizing impact to users and business operations.
* Prioritize incidents based on urgency and business impact, coordinating immediate action with Help Desk teams and other relevant departments.
* Coordination and Stakeholder Management
* Act as the main point of contact for coordinating across teams and stakeholders during the incident response process.
* Escalate incidents to higher-level support teams or management as necessary, ensuring clear communication and swift action to resolve issues.
* Communication and Reporting
* Provide clear, timely updates to internal teams and customers regarding the status of incidents and resolution progress.
* Prepare and present regular reports on incident trends, response times, and areas for improvement, contributing to strategic planning and process refinement.
* Documentation
* Maintain detailed records of incidents, actions taken, and resolutions to support ongoing improvement and future incident response efforts.
* Ensure that Help Desk technicians are maintaining accurate and comprehensive records of all Help Desk incident ticket activities.
* Succession Plan Post-Incident Review
* Conduct post-incident reviews to identify root causes and evaluate the effectiveness of the incident response.
* Implement improvements based on review outcomes to prevent recurrence of similar incidents.
* Develop and refine incident response protocols to enhance the efficiency and effectiveness of future incident handling.
* Process Improvement and Best Practices
* Implement industry best practices for incident management, ensuring compliance with established procedures and adherence to ITIL or other relevant frameworks.
* Conduct regular training sessions for Help Desk staff on effective incident handling, fostering a culture of knowledge sharing and skill development within the team.

REQUIRED QUALIFICATIONS

* Education and Experience
* Bachelor's Degree in Information Technology, Computer Science, or a related field
* 5+ years of relevant IT support or incident management experience.
* Certifications such as ITIL, Certified Incident Manager (CIM), or other relevant certifications are highly preferred.
* Incident Management Expertise
* Proven experience leading incident management processes, particularly in a fast-paced IT support environment.
* Strong knowledge of ITIL and incident management best practices.
* Coordination and Stakeholder Management
* Excellent coordination and communication skills with the ability to manage multiple stakeholders and teams.
* Ability to escalate incidents effectively and communicate with senior management or technical teams when required.
* Problem-Solving and Decision-Making
* Strong analytical skills with the ability to assess incidents, prioritize responses, and make decisions to minimize business impact.
* Demonstrated ability to manage critical incidents under pressure.
* Communication and Reporting
* Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
* Proven ability to prepare reports and analyze incident trends for process improvement.
* Process Improvement and Training
* Experience in improving incident management processes and procedures.
* Ability to train and mentor Help Desk technicians in effective incident resolution practices.

Preferred Qualifications:

* Experience with Help Desk tools and platforms, including ticketing systems such as ServiceNow, Remedy, or similar.
* Knowledge of IT infrastructure and cloud technologies.
* Previous experience managing incident response teams or handling major IT incidents.

Overview

We are seeking a Help Desk Incident Manager to join our team supporting the Unite States Senate, Washington DC.

This program provides comprehensive services for Local Area Networks (LANs) and Wide Area Networks (WANs), supporting around roughly 12,000 users. The program covers the acquisition, delivery, configuration, integration, and upgrade of IT products, along with installation and on-site maintenance, including help desk services. Additional support includes hardware delivery, moves, upgrades in state offices, and technical assistance for systems, ensuring efficient, secure, and up-to-date IT infrastructure.

We are seeking an experienced and highly organized Help Desk Incident Manager to oversee and manage the resolution of IT incidents. The ideal candidate will have a strong background in IT support, incident management, and coordinating teams to respond to critical issues. This role will be responsible for ensuring that incidents are handled efficiently, minimizing business impact, and maintaining effective communication with stakeholders throughout the incident lifecycle.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com.

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Additional Job Information

COMPETENCIES

* Establish Focus
* Change Management
* Develop Others
* Oral Communication
* Written Communication
* Interpersonal Awareness
* Build Relationships
* Analytical Thinking
* Conceptual Thinking
* Strategic Thinking
* Technical Expertise
* Initiative
* Foster Innovation
* Results Oriented
* Teamwork
* Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

* Location: Washington D.C.
* Type of environment: Varies
* Noise level: (Low, Medium, High)
* Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
* Amount of Travel: 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US Citizen

Clearance requirement: Capitol Police Background Check

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.