Patriot, LLC

Incident Support Manager

Washington, DC
Full Time
Mid Level

Patriot, LLC seeks an  Incident Support Manager will play a crucial role in managing incidents, ensuring smooth operations, and continuously improving the incident management process to meet the client's expectations and maintain a high level of service quality in a 24x7x365 environment.  This is an onsite role at the Small Business Administration in Washington D.C. 

Requirements:

  • 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.

Responsibilities:

  • 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
  • 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

Technology Refresh Support Responsibilities:

  1. Information Gathering:
    • Gather targeted Technology Refresh Support information as part of ongoing service delivery.
  2. 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.
  3. Service Request Initiation:
    • Upon approval from the Government, initiate service request (device request) tickets to begin the deployment task for the recommended devices.
  4. Utilize Government Tools:
    • Leverage Government provided tools, such as IT Asset Management and IT Service Management, to facilitate efficient service delivery.
  5. Process Improvement:
    • Regularly review the existing service delivery process and suggest improvements and automation of tasks.

Benefits

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays

Candidate must have excellent written and oral communication skills and a customer satisfaction attitude.  Experience with Remote support, remote support tools, and Service Now is desired.

#ZR

Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

To request accommodations for the application process please contact jobs@patriotllc.net or call 410-381-8015.

About Patriot LLC:

Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.

In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.

In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.

In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.

As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.

Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.

As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after November 24. Patriot will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.

Company website: http://www.patriotllc.net/

Company address: 9520 Berger Road Suite 212 Columbia MD 21046

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