Incident & Ticketing Management Manager - TS/SCI with Polygraph

GDIT is seeking an individual to fill a position as the Incident and Problem Manager for our team.  Individual is responsible for managing team of IT professionals responsible for incident and problem management activities for desktop service support from central location for a dispersed enterprise customer base.  Individual is responsible for staffing team to meet contract required hours of support, performing supervisory/manager roles for GDIT employees, and providing support to Service Operations Manager, as required.  Individual must have experience supervising and leading team of IT professional utilizing ITIL practices to support government customer operations and maintenance activities.  

Key responsibilities:

• Manages the functionality and efficiency of a group of computers running on one or more operating systems
• Helps maintain the integrity and security of servers and systems

• Maintains system documentation
• Interacts with users and evaluates vendor products
• Coordinates hardware and software installation and provides backup recovery
• Monitors policies and standards for allocation related to the use of computing resources
• Participates in systems testing and document results
• Provides advice and training to end-users
• Maintains current knowledge of relevant technologies as assigned
• Participates in special projects as required
• Monitor IMS and reporting incidents with directives
• Report, Monitor and update Outage tickets hourly
• Report, Monitor and update VIP tickets hourly
• Report, Monitor and update COOP events/activities hourly
• Report, Monitor and update weather events that impact services
• Monitor maintenance requests to determine possible impacts to operations of services
• Monitor and clean-up orphaned tickets
• Monitor and enforce compliance of Incident Management Policy
• Maintain Incident Management policy
• Work to improve situational awareness
• Monitor and facilitate resolution of tickets older than 30 days
• Monitor and facilitate tasks for the Problem Management team
• Control, disseminate and monitor ticket queues 
• Draft Service Maintenance/Outage/Restoral Announcements
• Facilitate the creation and submission of after-action reports for major incidents and outages when applicable
• Communicate and coordinate with Incident Managers and/or representatives from other contracts when necessary
• Participates in special projects as required

Skills/Knowledge

• Active TS/SCI and CI polygraph
• Required: DOD 8570 Cert
• 3-5 years of directly related experience in systems administration and analysis in support of government intelligence customer
• ITIL Foundation (v3)
• Knowledge of Service Now or similar ticketing system
• Knowledge of customer Incident and Change management processes
• Knowledge of customer Problem Management process
• Supervisory or management experience
• Location: On Customer Site
• US Citizenship Required

GDIT Is Your Place:

• 401K with company match
• Comprehensive health and wellness packages
• Internal Mobility team dedicated to helping you 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 holidays

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