Monitoring and Incident Response Help Desk Manager

Evolver Federal is seeking a Monitoring and Incident Response Help Desk Manager to satisfy a requirement for a potential government client.

Responsibilities:

The Monitoring and Incident Response Help Desk Manager will oversee their team in handling incidents related to ServiceNow, WAN, DNS/firewall, SSLV Bypass Requests, and Blue Coat Waiver tickets. They will support and resolve major P1/P2 issues and escalate other incidents as needed. The candidate must be based in the Capital Region. The Monitoring and Incident Response Help Desk Manager will help in continuously monitoring network performance, availability, and security, as well as analyzing network traffic patterns to detect anomalies or potential threats. They will assist in investigating alerts and events related to network outages, performance degradation, and security incidents, performing initial triage, root cause analysis, and escalation as needed. Additionally, they will manage the coordination with internal teams and vendors to resolve network incidents, documenting incidents, response actions, and resolution steps in an ITSM system. The manager will also assist in diagnosing network issues related to firewalls, routers, switches, load balancers, and WAN circuits, utilizing packet capture and log analysis tools to troubleshoot network anomalies. They will help perform configuration changes and updates under change management processes and provide updates to stakeholders on incident status and resolution timelines. Other responsibilities include directing Monitoring and Incident Response Help Desk Manager staff in phone, remote, and in-person support for system issues, email, directories, applications, and more. They will troubleshoot hardware/software and manage daily operations, ensuring timely issue resolution. The Monitoring and Incident Response Help Desk Manager will ensure adherence to service level agreements, assessment management, and standard operating procedures. They will foster a supportive work environment, implement quality assurance processes, perform incident management tasks, and configure the ServiceNow ITSM tool to align with business goals.

Basic Qualifications:

• Ability to get a Public Trust Clearance
• Bachelor's degree in computer science, Information Systems, or Business; or the equivalent combination of education, technical training, or work experience
• 7 years' IT Help desk experience
• 2 years in a leadership management position
• Must be local to the National Capital region to work hybrid/onsite in Washington, DC

Preferred Qualifications:

• Proven experience providing technical analysis of major incidents and uncovering underlying problems
• Demonstrated experience correcting ServiceNow incidents
• Demonstrated experience following/ executing Standard Operating Procedures and Technical Protocols in a IT Incident environment
• Deep and demonstrated ability to collaborate effectively with diverse teams across different time zones while promoting a culture of continuous improvement
• Experience with advanced troubleshooting skills and the ability to analyze complex issues
• Excellent verbal and written communication skills
• Deep understating of the common hardware and software that comes along with helpdesk infrastructure
• Experience working in a Federal IT environment is preferred

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.