Help Desk Incident Manager
2 weeks ago
**Req ID:** RQ191670
**Type of Requisition:** Regular
**Clearance Level Must Be Able to Obtain:** None
**Public Trust/Other Required:** Other
**Job Family:** Information Systems Management
**Skills:**
Information Systems,Information Technology (IT) Support,Office Administration,Teamwork
**Certifications:**
ITIL 4 Foundation - GDIT
**Experience:**
5 + years of related experience
**Job Description:**
Seize your opportunity to make a personal impact as the Help Desk Incident Manager supporting providing IT support services critical to the Legislative Branch of the U.S. Government. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.
At GDIT, people are our differentiator. As the Help Desk Incident Manager supporting the U.S. Senate Sergeant at Arms remotely and in Washington, D.C., you will help ensure today is safe and tomorrow is smarter. Our work depends on the Help Desk Incident Manager joining our team to ensure Congress' upper body receives the IT support and resources it needs to serve the American public.
**HOW THE HELP DESK INCIDENT MANAGER WILL MAKE AN IMPACT:**
+ Leading the response to critical incidents to minimize impact and restore normal service as quickly as possible.
+ Prioritizing incidents based on urgency and business impact
+ Coordinating with Help Desk teams for immediate action
+ Providing clear and timely updates to affected parties, including internal teams and customers.
**WHAT YOU'LL NEED TO SUCCEED:**
+ Education: A bachelor's degree (or at least 5 years of experience in IT support or incident management) in Information Technology, Computer Science, or a related field.; an ITIL Certification is required.
+ Experience: at least three (3) years of experience in leading the response to critical IT incidents in order to minimize impact and restore normal service as fast as possible; at least three (3) years of experience in prioritizing incidents based on urgency and business impact. Candidate must demonstrate experience coordinating between teams and stakeholders to address and resolve incidents; providing clear and timely updates to internal teams and customers; preparing regular reports on incident trends, response times, and areas for improvement, contributing to strategic planning; conducting reviews after incidents to identify root causes, assess the effectiveness of the response, and implement improvements to prevent recurrence; developing and refining incident response protocols to enhance the efficiency and effectiveness of future incident handling; and training Help Desk staff on effective incident handling, while encouraging knowledge sharing, and skill development.
+ Technical skills: Specific skill sets required
+ Security clearance level: All contract personnel must pass a United States Capitol Police background check and are required to be U.S. persons
+ Skills and abilities: Experience delivering to 'white glove' service standards-including serving a large VIP population-using strong interpersonal skills, diplomacy, and tact. Ability to communicate and collaborate effectively with contractors, subcontractors, government personnel, project managers, vendors, and other stakeholders.
**Visa sponsorship will not be provided for this position**
**LOCATION:**
+ Washington DC, with the possibility of hybrid performance
**GDIT IS YOUR PLACE:**
+ 401K with company match
+ Comprehensive health and wellness packages
+ Internal mobility team dedicated to helping you build your skills and own your career
+ Professional growth opportunities including paid education and certifications
+ Cutting-edge technology you can learn from
+ Rest and recharge with paid vacation and 10 company-paid holidays
The likely hourly rate for this position is between $56.24 - $0.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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