Help Desk-Incident Manager

We are looking for a Help Desk-Incident Manager. This Help Desk-Incident Manager is to be in Herndon, VA for a 12-month contract. If you have experience in end-to-end Incident and Problem Resolution for IVS, APPLY NOW!

Typical Duties

• The Incident Manager will take full ownership and accountability for the Incident Management process for the IVS Program within the IT organization, including all IVS-related major incidents that are reported and must be resolved.


• The Incident Manager interfaces and coordinates with the Tier 1 Service Desk, other resolving groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes ownership of end-to-end Incident and Problem Resolution for IVS.


• Once 1st- or 2nd-level technical staff escalates a major incident, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a response Team that can resolve the issue as quickly as possible.


• He/she manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.


• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process


• Responsible for communicating with the Business and Incident resolution teams


• Program Point of contact for all Major Incidents


• Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required


• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.


• Represent the first stage of escalation for level I and II for incidents


• Monitor the workload for Support Engineers


• 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


• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Experience level

• Minimum of 5-7 years experience required in a professional or management capacity with a knowledge of regulatory requirements and the Incident Management Bulletin

Education

• Bachelors Degree in Computer Science, Information Technology or Information Security

Company Description

RightStone is a strategic partner that works with our clients to place the highest caliber of talent for a wide range of industries and skill sets. For over 23 years RightStone has assisted organizations in attracting, recruiting, and placing qualified candidates quickly for contract, contract to hire, and direct hire opportunities. The right candidates are the most critical aspect of who RightStone is. If you are that candidate, we are interested in speaking with you!

RightStone is an equal opportunity employer and prohibits unlawful discrimination based on race, color, creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sex, genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. RightStone is committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in Company operations and prohibits unlawful discrimination by any employee of the Company, including supervisors, coworkers, independent contractors and other third parties.

Minimum Education Required: Bachelor

Years of Experience Required: More than 5 years

Expected Travel Time: None