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DP
Dunhill Professional Search
Incident Manager - Secret Clearance
Career Insights for Incident Analyst / Responder
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Based on Virginia data
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What they do
An Incident Analyst or Responder investigates an IT-related incident: an unplanned interruption to a service, a reduction in the quality of a service, or an event that has not yet impacted the service to the customer. Works to restore a normal service operation as quickly as possible and to minimize the impact on business operations.
$121,633 / year median in Virginia
+7% projected growth
Job Description
Job Requirements Quantico, VA Secret Polygraph Unspecified Career Level not specified $75,000 - $120,000 Job Description Position Summary The Incident Manager owns the end-to-end incident management process for the Service Desk, ensuring service disruptions are identified, prioritized, escalated, and resolved within SLA. This role drives cross-functional coordination during major incidents, minimizes business impact, and leads post-incident reviews to prevent recurrence. Key Responsibilities Own and execute the Incident Management process in alignment with ITIL best practices. Serve as the primary point of coordination during major/critical incidents, driving bridge calls and coordinating technical resources across teams until resolution, including Tier IV/OEM vendor escalation and 24/7/365 emergency response for declared Critical (PL1) incidents Classify, prioritize, and assign incoming incidents based on severity, business impact, and urgency using defined priority levels (P1-4). Monitor incident queues and escalate breaches or at-risk tickets per SLA thresholds; flag any KPIs consistently above threshold and produce a remediation plan. Communicate incident status, impact, and resolution timelines to stakeholders and leadership. Lead post-incident reviews (root cause analysis / RCA) and drive corrective After-Action Reviews and Problem Resolution Action Plans for high-impact or recurring issues Maintain and continuously improve incident management processes, workflows, and documentation. Partner with Problem, Change, and Service Level Management to reduce repeat incidents. Produce and present incident metrics/KPIs (MTTR, SLA compliance, incident volume/trends) to leadership. Ensure accurate incident logging, categorization, and closure in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management). Mentor and provide direction to Service Desk analysts on incident handling and escalation procedures. Maintain and test the major incident response plan/runbook. Required Qualifications Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted. 2+ years of experience in IT Service Management, Service Desk, or Incident Management role. Solid understanding of ITIL framework (ITIL Foundation certification required; Intermediate/Practitioner preferred). Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management). Strong incident triage, prioritization, and escalation judgment under pressure. Excellent verbal and written communication skills, including experience communicating with executive stakeholders. Proven ability to lead cross-functional teams during high-pressure, time-sensitive situations. Strong analytical skills with experience in root cause analysis and reporting. Must have experience establishing, managing, and reporting Performance Measures (KPIs, SLAs, and XLAs) in support of government defined Performance Requirements. These Performance measures include SLAs that measure operational performance such as system availability, response times, and resolution times, based on the priority level of the service request, and XLAs that measure the quality of the end-user experience, including Customer Satisfaction (CSAT) and Customer Effort Score (CES). Ideal candidates have experience inestablishing baselines for SLAs and XLAs producing automated reports, and dashboard capabilities/technologies with near real-time visibility into all KPIs, SLAs, and XLAs. Familiarity with