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Help Desk Incident Manager
2 weeks ago
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at
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
- Experienced in prioritizing 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 continuous improvement 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 the efficiency and effectiveness of 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 Years of Experience:
- Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements
- New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 days of their start date.
- Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles.
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: Not required for this position.
Location: Washington, DC
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
- Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
- Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
- Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
***************** No Agencies Please *****************
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.
