- Provide Incident Management services to meet defined performance standards and Service Level Agreements.
- Resolve complex technical problems affecting various devices and software.
- Manage incidents and service request tickets, ensuring timely resolution and adherence to defined service agreements.
- Document and implement end-users' notifications for outages, mandates, and maintenance.
- Coordinate with the Security group on processes and policies for sustainable network/devices.
- Establish and maintain Technology Reference Model (TRM).
- Provide continuous telephone support for incident escalations.
- Collect and report relevant statistics to the Government.
- Analyze incident trends and propose proactive approaches to limit future outages.
- Collaborate with the customer Incident Manager for regular incident reviews and evaluations.
- Ensure compliance with the Incident Management Process and established service agreements.
- Regularly report the status of outstanding incidents and metrics to the cutomer Incident Manager.
- Support the development of the ServiceNow Roadmap
- Develop and maintain governance and architectural standards and processes
- Perform daily maintenance and issue resolution
- Coordinate daily ServiceNow ticket requests
- Support implemented and proposed solutions on the ServiceNow platform
- Attend meetings with managers and SMEs regarding process plans, functionality, and business processes
- Perform and assist with any other functions as required by the manager, including special projects
- Support the development team to implement and enhance core applications including, but not limited to, Incident Management, Problem Management, Knowledge and Change Management, Service Catalog, Service Portal
- Information Gathering:
- Gather targeted Technology Refresh Support information as part of ongoing service delivery.
- Analysis and Recommendation:
- Analyze the environment and provide recommendations for end-user computer refresh on a monthly basis.
- Include these recommendations in the monthly PMR (Project Management Review) briefing presentation.
- Service Request Initiation:
- Upon approval from the Government, initiate service request (device request) tickets to begin the deployment task for the recommended devices.
- Utilize Government Tools:
- Leverage Government provided tools, such as IT Asset Management and IT Service Management, to facilitate efficient service delivery.
- Process Improvement:
- Regularly review the existing service delivery process and suggest improvements and automation of tasks.
- Public Trust eligible
- U.S. Citizenship required
- Bachelor's Degree from an accredited college or university required; an additional four years of related work experience can substitute for a degree.
- Certifications: ITIL4 - IT Infrastructure library, Incident Management.
- Prior IT project team experience: 5-7 years.
- Prior project management experience as a lead PM: 3-5 years.
- Experience in troubleshooting network infrastructure.
- Experience in a 24x7 call center environment.
- Must have ServiceNow experience.
- Experience in problem-solving and strong organizational skills.
- Experience in team motivation and delegation.
- Excellent communication and presentation skills to effectively communicate information to customers and to all levels within the organization.
- Manager/Lead to document duties for each group Tier 1 3.
- Providing a strategic plan when Tier 1 is overwhelmed by call volume.
- Documenting and Implementing Escalation Processes and Procedures.
- Coordinating with the Security group on processes and policies for sustainable network/devices.
- Establish and maintain Technology Reference Model (TRM).
- Ticket Management Lifecycle.
- Project Collaboration: Collaborate with customer business process automation project sprints, ensuring alignment with the Incident Management process. Provide expertise and insight during approved pilots, user acceptance testing, and production deployments of automated business automation processes that intersect with this PWS.
- Continuous Improvement and Innovation: Proactively identify areas for improvement in the Incident Management process. Innovate and propose enhancements in documentation, processes, and tools to optimize incident handling and resolution, thus contributing to a more efficient and effective Incident Management process.
-
IT Support Manager
1 week ago
District of Columbia Housing Authority Washington, United States· ANNUAL SALARY: STARTING AT $124,305 · POSITION SUMMARY · This position directs and coordinates all end user technical support and internal customer service initiatives for the Information Technology Department (ITD) and aids the Director of Information Technology in formulati ...
-
IT Manager of Support
4 days ago
Working America Associa Washington, United StatesIT Manager of Support & Application Services · At Working America, we believe in the power of collective action. Our mission is driven by the stories of working individuals who, together, can bring about significant change. With a membership of four million voices, our reach spa ...
-
Deskside Support Manager
6 days ago
General Dynamics Information Technology Washington, United StatesReq ID: RQ163416 · Type of Requisition: Regular · Clearance Level Must Be Able to Obtain: None · Job Family: Help Desk · Skills: · Help Desk Operations,Information Technology (IT) Support,Technical Support · Experience: · 10 + years of related experience · US Citizenship Required ...
-
Deskside Support Manager
1 week ago
General Dynamics Information Technology Washington, United StatesThe world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all t ...
-
Deskside Support Manager
1 week ago
General Dynamics Information Technology Washington, United StatesReq ID: RQ163416 · Type of Requisition: Regular · Clearance Level Must Be Able to Obtain: None · Job Family: Help Desk · Skills: · Help Desk Operations,Information Technology (IT) Support,Technical Support · Experience: · 10 + years of related experience · US Citizenship Required ...
-
Support Operations Manager
1 week ago
Berkeley Research Group Washington, United States· Position at Berkeley Research Group, LLC · The Berkeley Research Group, LLC (BRG) Healthcare practice is ranked in the top 6 in the country by Modern Health Care. We provide financial and economic analysis of commercial contracts, health policy and provide litigation consulti ...
-
Incident Support Manager
1 week ago
Highlighttech Washington, United StatesOverview · Highlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of service quality in a 24/ ...
-
Deskside Support Manager
1 week ago
General Dynamics Information Technology Washington, United StatesThe world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all t ...
-
Recovery Support Manager
1 week ago
The Ark of DC Washington, United StatesJob Description · Job Description Salary: · POSITION SUMMARY · The ARK of DC SUD Recovery Support Manager develops and documents care plans for individual patients, tracking processes, patient self-management support, implementation of clinical practice guidelines and work proc ...
-
Deskside Support Manager
3 days ago
General Dynamics Washington, United StatesResponsibilities for this Position · Location: USA DC Washington - 100 F St NE (DCC087) · Full Part/Time: Full time · Job Req: RQ163416 · Type of Requisition: · Regular · Clearance Level Must Currently Possess: · None · Clearance Level Must Be Able to Obtain: · None ...
-
ERP Applications Support Manager
14 hours ago
Office of the Chief Financial Officer (OCFO) Washington, United StatesGovernment of the District of Columbia · Office of the Chief Financial Officer (OCFO) · ERP Applications Support Manager · $122, $157,830.00 · The Office of the Chief Financial Officer (OCFO) whose mission is to enhance the fiscal and financial stability, accountability and integ ...
-
Housing Support Care Manager
4 days ago
Creative Pathways Washington, United StatesJob Description · Job Description Salary: $50,000-$55,000 · Position Title · : Housing Support Care Manager · Supervisor Title · : Case Manager Supervisor · Position Function · : · The Housing Support Care Manager provides comprehensive case management services to chronica ...
-
latitude Washington, United StatesManager of Application Support and Development · Washington, DC · Job Title: Manager of Application Support and Development · Location: · Fully remote (EST or CST time zones) · Salary: · $150,000 - $170,000 per year · (must be willing to come in to Washington, DC 1-2 times a y ...
-
Information Technology Support Manager
4 days ago
Planet Technology Washington, United StatesHelp Desk Support Manager · 1-3 years in a Help Desk Support Management position in a large environment, Windows & Mac support · ServiceNow experience required, implementations/administration experience preferred · Familiarity with ITSM/ITIL processes · A+ Microsoft Certification ...
-
Knowledge Management Support Specialist
1 week ago
NANA Regional Corp Washington, United StatesKnowledge Management Support Specialist in Washington , District Of Columbia · Overview · Work Where it Matters · Tuvli, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting feder ...
-
Senior Program Management Support
1 week ago
Modern Technology Solutions Inc Washington, United StatesOwn Your Future. · Modern Technology Solutions, Inc. (MTSI) is searching for a Senior Program Management Support to join our team. · Why is MTSI known as a Great Place to Work? · Interesting Work: Our co-workers support some of the most important and critical programs to our ...
-
Knowledge Management Support Specialist
1 week ago
Akima Washington, United StatesOverview · Work Where it Matters · Tuvli, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. · At Tuvli, th ...
-
Engineering Manager, Support as a Service
1 week ago
Stripe Washington, United StatesAbout Stripe Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the worlds largest enterprises to the most ambitious startupsuse Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increa ...
-
Acquisition Career Manager Support
1 week ago
Acquisition Experts LLC Washington, United States· • Develops and Updates Policy Statements, Policy Instructions, and Acquisition Policy Notices · o Review, Provide Recommendations, and Update the FAC-C, FAC-COR, FAC-P/PM Policy Instructions · o Draft Policy Instruction with Job Aids / Desk Reference Guide · • Develops and ...
-
construction management support specialist
2 weeks ago
Universal Strategy Group Washington, United StatesJob Description · Job Description · GENERAL DESCRIPTION The U.S. Department of State is the lead institution for the conduct of American diplomacy and the Secretary of State is the President's principal foreign policy advisor. The Department of · State's mission is to advance U ...
Incident Support Manager - Washington, United States - Highlight Technologies
Description
Overview:
Highlight is looking for an Incident Response Manager to play a crucial role in managing incidents, ensuring smooth operations, and continuously improve the incident management process to meet customer expectations and maintain a high level of service quality in a 24/7/365 environment.
Responsibilities:Technology Refresh Support Responsibilities:
For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.
Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlights founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out:
Were an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.
To receive compensation and benefits information for this role, contact us or email us at Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.
---:#cwhp