Incident Manager - Active top secret required

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Public Trust/Other Required:

None

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Incident Management, Incident Management Process, IT Incident Management, Ticketing Systems

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

JOB PROFILE SUMMARY (INTERNAL REFERENCE ONLY):

In this role, the selected candidate will manage the functionality and efficiency of a group of computers running on one or more operating systems while also serving as the Site Help Desk Manager responsible for daily operations, technician oversight, and customer service excellence.

Transform technology into opportunity as a Full Time, On-Site Incident Manager and Site Help Desk Manager with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this dual-capacity role, you are the foundation of our overall approach to executive IT support and on-site service delivery.

At GDIT, people are our differentiator. As an Incident Manager and Site Help Desk Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on a leader who brings professionalism, initiative, and operational discipline to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed—and together our best becomes better.

HOW AN INCIDENT MANAGER & SITE HELP DESK MANAGER WILL MAKE AN IMPACT:

• Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services.

• Oversee daily help desk operations, ensuring technicians meet performance standards, follow procedures, and deliver exceptional customer support.

• Act as a key member of the quality control process by receiving issues through a triage process and routing them to the appropriate technicians.

• Define and enforce processes for how the team handles incidents, service requests, and operational protocols.

• Use technical knowledge and experience to make appropriate decisions regarding incident resolution and service restoration.

• Provide hands-on troubleshooting assistance and professional guidance to technicians to strengthen team capability and efficiency.

• Maintain accurate record-keeping by logging all service requests, incidents, and operational activities.

• Restore IT services to normal operation as quickly as possible while minimizing business impact.

• Monitor site-level performance metrics, identify trends, and implement improvements to enhance service quality.

• Serve as the primary on-site escalation point for customers and technicians, ensuring timely communication and issue resolution.

• Report major system issues and operational concerns to upper management to maintain visibility on critical malfunctions and site performance.

WHAT YOU’LL NEED TO SUCCEED: 

• Required Experience: 4 years related experience

• Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting

• Security Clearance Level: Active Top Secret with SCI Eligibility 

• Preferred Skills: BS/BA Highly Desired 

• Location: On Customer Site, Washington, District of Columbia

 

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-