Help Desk Incident Manager

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