Job Details

Incident Management Shift Lead


Phacil, Inc.


Chandler, AZ 85224

Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for an Incident Management, Shift Lead to support an important government customer in Chandler, AZ.

Clearance Level (Required to Start): DHS Public Trust

Daily Job Responsibilities:

The Incident Management Shift Lead is responsible for managing the processing and monitoring of enterprise level incidents from inception to resolution for the government customer network as well as managing an Incident Management Shift, consisting of up to two personnel.

The Team is the central communications point for all incidents managed by the organization and accountable for the end to end incident management process.

Required Skills:
•Knowledge of the IT field and the ability to complete moderately complex assignments and work under limited direction.
•Ability to exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining incident resolutions.
•Understanding of the interdependencies and impacts of Enterprise incidents and changes in order to balance priorities while driving incident resolutions.
•Ability to document incident resolution processes, create reports, brief and provide detailed status to government representatives and contractor management.
•Ability to gather and manage technical resources, internally and externally, and influence them through developed communication and diplomacy skills to own and efficiently drive incident resolutions on behalf of the government customer.
•Experience managing a small team supporting an incident management mission.

Minimum Required Skills:
•Experience with at least two of the following functional area: IT Network Operations, Active Directory and Exchange, Service Desk or Security Operations.
•Able to think and respond to IT incidents quickly and efficiently to minimize downtime and exceed customer expectations for service.
•Ability to multi-task and work in a team environment.
•Ability to work in a fast-pace, crisis environment.
•Sound written and verbal communication skills.
•Willing and able to work flexible hours to conduct incident resolutions and ensure minimal impact of service availability

Preferred Skills:
•Ability to manage a small team.
•Ability to communicate technical concepts and interface with management.
•Experience working in a Network Operations Center or a Customer Support Operations Center.

Degree & Years of Experience:
•Bachelor’s Degree with 2-4 years of information technology experience, or High School degree with 6-8 years of information technology experience. (required)
•At least two years’ experience supporting incident management processes in an enterprise 24x7 operational environment. (required)

Certification Requirements:
•Technical certification (preferred)
•ITIL v3 Foundations (preferred)

Additional Information:

This position supports a 24x7 Team. Hours will be determined by the needs of the Team Lead and may require working afterhours and / or weekends

Company Description

Phacil is a leading provider of mission-focused, results-driven technology solutions to the federal government. We continually demonstrate Commitment to our customers, Excellence in performance, and Service to the nation. Customers trust Phacil to solve their most complex challenges by delivering uniquely-tailored technology solutions that maximize value and mission success. Phacil offers a diverse range of technology services, including Software Development, Systems Integration, Operations and Maintenance, Cyber Security, Network and Systems Engineering, Geographic Information Systems, Technical Consulting, and Business Operations. Our team of 800+ energetic, highly-skilled professionals support customers in 17 states across the country and abroad.

Phacil continually strives for performance excellence as evidenced by corporate certifications, such as ISO 9001:2008 and ISO/IEC 27001:2013, performing certified ISO/IEC 20000-1:2011 and CMMI Maturity Level 3 (for both Development and Services) work on contracts. Phacil has won numerous awards, including rankings on Washington Business Journal’s Top Government Technology Contractors, CRN Solution Provider 500, and Tech Council of MD’s Contracting Firm of the Year, to name a few.

Phacil is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, protected veteran status, or disability status.
Post Date:
Minimum Clearance:
Minimum Experience Required:
5+ yrs experience
Job Category:
IT - Hardware
Group ID: