IT Problem Manager

IT Problem Manager

Requirements

• Must have a full DoD Secret Clearance at start.
• BS degree and 12 or more of experience. Additional years of experience may be substituted for degree.
• Experience in IT Service Management (ITSM) – Prior experience in problem management, incident management, or IT operations.
• Analytical & Troubleshooting Skills – Ability to conduct root cause analysis and implement long-term solutions.
• Technical Proficiency – Familiarity with IT infrastructure, networking, and enterprise systems.
• Process Improvement Expertise – Experience in optimizing IT workflows and reducing recurring issues.
• Use of ITSM Tools – Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.

Responsibilities

• As lead for the problem management team, establishes priorities, goals, and manages the team’s workload. Responsible for defining the team’s direction and ensure that individual and team goals align with the organization and customer mission.
• Provide guidance, support, and resources to help team members succeed and feel motivated to contribute their best work.
• Foster an environment of employee growth and development, promoting continuous learning and provide opportunities for skill enhancement.
• Responsible for team staffing activities, as well as addressing performance concerns, resolving disputes or disagreements within the team.
• Incident Trend Monitoring – Track patterns in IT failures and service disruptions to proactively address potential problems.
• Root Cause Analysis (RCA) – Conduct thorough investigations to determine underlying causes of IT issues.
• Problem Resolution Coordination – Work with IT teams to implement long-term solutions rather than temporary fixes.
• Knowledge Management – Document known errors and solutions to improve future troubleshooting efficiency.
• Change Management Collaboration – Ensure problem resolutions align with ITIL change management processes.
• Stakeholder Communication – Provide updates to leadership and affected teams on problem resolution progress.
• Continuous Improvement – Develop strategies to enhance IT service stability and minimize disruptions.

Preferred Qualifications

• Two years of experience in quality assurance and/or process improvement.
• ITIL certification is highly preferred.
• Knowledge of ITIL Framework – Understanding of ITIL best practices, particularly problem and incident management processes.
• Strong organizational skills
• Strong written and oral communications skills
• Communication & Stakeholder Management – ability to coordinate with IT teams, leadership, and external vendors.