Incident Manager

Employment Type

: Full-Time


: Information Technology

Active Top-Secret REQUIRED

Monitors customer interactions and reviews and analyzes customer feedback to evaluate overall customer experience. Assigns root cause and identifies systemic quality problems. Uses data from call observations to create quality improvement action plans and drive projects working with team and third-party vendors. Accurately compares measurements between team, vendors, and client partners. Reports findings from complaints and call monitoring to the client, internal, and vendor teams. Makes recommendations on quality initiatives.

Job Responsibilities

  • Assist in the definition and implementation of enterprise-wide data strategy, policies, controls, and programs to ensure the service desk Q.A. data is accurate, complete, secure, and reliable
  • Assist in creating top quality solutions that address critical business needs
  • Assist with the Q.A. data architecture development while using a broad spectrum of tools and technologies to meet both internal analysis and external client requirements
  • Developing automated methods for ingesting large datasets into an enterprise scale system
  • Act as liaison with SD managers and supervisors to ensure consistent quality measurements throughout SD
  • Create Q.A. data documentation reviews, Q.A. data management briefings, quality reviews
  • Send out daily updates to all our Service Desk Leads on updated changes to ESD Q.A. policies and procedures
  • Facilitate daily data entry into our Q.A. business intelligent database
  • Facilitate daily input of all incoming service desk Q.A. evaluation into our Q.A. SharePoint site and deliver a weekly report to our project Site Leads on Q.A. areas that need improvements
  • Analyze Customer Satisfaction Survey results & recommend improvement efforts
  • Act as escalation point of contact for process questions, issues, and resolution

Minimum Qualifications

  • Bachelor's Degree preferred or equivalent relevant experience
  • Top Secret SCI w/poly clearance
  • 2 years' experience with service desk operations or QA

Preferred Qualifications

  • Excellent oral and written communication skills
  • Ability to explain complex concepts in layman's language
  • Ability to collaborate with others in own unit and across boundaries
  • Good problem solving and analytical skills
  • Ability to analyze issues and problems systematically, gathering broad and balanced input, and translating conclusions into timely decisions and actions
  • Ability to manage to timelines and coordinate multiple activities at the same time
  • Ability to present new ideas, approaches, and information clearly
  • Outstanding attention to detail and organizational skills
  • Diligent work ethic and insatiable desire to learn and develop skills
  • Ability to acquire new knowledge quickly
  • Ability to identify operational opportunities for improvement
  • Strong organizational and administrative skills
  • Desired Qualifications/Requirements
  • Experience in the following:
  • ITIL V4 Foundation certification
  • Delivering customer service in a technical support environment



Job Requirements:

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