Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations
Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
Responsible for the effective implementation of the ITIL processes Incident Management and “Problem Management” and carries out the respective reporting procedure.
Represent the first stage of incident escalation for levels 1/2/3
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science
Seven or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
Familiarity with service desk technologies including IT Service Management (prefer ServiceNow)
Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.
Certified Project Management Professional (PMP)
Help Desk Institute or Service Desk Institute Service Operations Manager Certification.
Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
Demonstrated experience with service desk technologies highlighted above
Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
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.