Secret-Cleared Incident Manager - ITIL & Multi-Team Lead

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 75,000 - 120,000; Full time

Job summary

Dunhill Government Solutions is seeking an Incident Manager to own end-to-end incident management for the Service Desk in a government-contract environment. You will ensure ITIL-aligned processes, timely escalation, and SLA compliance across teams.

The role requires strong communication with executives, MVP of KPI reporting, and coordination of cross-functional resources during major incidents. A active Secret clearance is preferred and compensation ranges with experience.

Qualifications

• Bachelor's degree in IT, CS, or related field (or equivalent).
• 2+ years ITSM/Service Desk or Incident Management experience.
• ITIL Foundation certification required; Practitioner preferred.
• Experience with ServiceNow, Remedy, or Jira Service Management.
• Strong incident triage, prioritization, and escalation skills.
• Excellent verbal and written communication with executives.
• Proven cross-functional leadership in time-critical incidents.
• Experience establishing and reporting KPIs, SLAs, XLAs.

Responsibilities

• Own and execute the Incident Management process per ITIL.
• Coordinate major incidents and drive bridge calls to resolution.
• Classify, prioritize, and assign incidents by severity and impact.
• Monitor queues, escalate breaches, and produce remediation plans.
• Lead post-incident reviews and implement corrective actions.
• Maintain and improve incident management docs and workflows.
• Produce incident metrics/KPIs for leadership.

Skills

ITSM

ITIL

Incident management

Cross-functional leadership

Executive communication

KPI reporting

Root cause analysis

MTTR monitoring

Education

Bachelor's degree in IT/CS or related field

Associate degree +2 years experience

4+ years relevant experience

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Dunhill Government Solutions is seeking an Incident Manager to own end-to-end incident management for the Service Desk in a government-contract environment. You will ensure ITIL-aligned processes, timely escalation, and SLA compliance across teams.

The role requires strong communication with executives, MVP of KPI reporting, and coordination of cross-functional resources during major incidents. A active Secret clearance is preferred and compensation ranges with experience.