ACWS Service Desk Incident Manager

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This position is in the Army Contract Writing System (ACWS) program, part of the Defense Integrated Business Systems (DIBS) Program Management Office. The Incident Manager will assist in leading the Service Desk team that supports the ACWS application.

This is a managerial role focused on overseeing the entire incident management lifecycle to ensure minimal service disruption to the Army Contracting Enterprise. The successful candidate will manage the flow of work, act as a primary escalation point, and facilitate clear communication between service desk analysts, technical teams, and customers to maintain the accessibility and availability of ACWS for users on the Appian platform.

Responsibilities:

• Manage the tier 3 ticket queue, ensuring efficient distribution, escalation, and resolution of incidents by service desk analysts in accordance with service level agreements (SLAs).
• Serve as a primary point of managerial escalation for the Service Desk, overseeing the assignment and prioritization of complex user-reported issues within the Appian environment.
• Act as a key liaison between the Service Desk and development teams, ensuring clear communication and efficient handoff of escalated issues.
• Serve as a primary point of contact for the Army Contracting Enterprise (ACE) user community, managing customer expectations, communicating service status, and handling escalated concerns.
• Oversee the triage process for inbound service requests, ensuring tickets are accurately categorized and routed for resolution.
• Monitor, Analyze and report key performance indicators, support trends and ticket data to identify recurring problems, and proactively recommend system enhancements or user training to reduce future ticket volume.
• Coordinate the response to mission-critical, high-priority incidents, which may require after-hours availability for escalations, to ensure rapid restoration of service.
• Represent the Service Desk in stakeholder meetings, including scrum events, to provide status updates on incidents and advocate for service improvements.
• Coordinate with the ACWS program's internal teams throughout the project lifecycle.
• Oversee the development and maintenance of user-facing resources, including training materials and knowledge base articles, to support user adoption and reduce ticket volume.
• Manage and participate in user events, including training, testing/evaluation sessions, and user acceptance testing.

Requirements

• Bachelor's degree or higher in a relevant field (e.g., Information Systems, Computer Science) or an applicable training certificate from an accredited institution.
• Security Clearance - Active DoD Secret Clearance - U.S. Citizenship Required.
• 5+ years of experience in an IT Service Management role (e.g., Incident Manager, Service Desk Manager), preferably supporting enterprise systems. Experience with contract writing systems is highly desirable.
• Deep understanding of and experience with the ITIL framework, particularly Incident, Problem, and Change Management processes.
• Experience with an ITSM platform (e.g., ServiceNow, AESMP).
• Knowledge of the Appian platform, including its operational and maintenance processes.
• Advanced understanding of the Army Contracting Enterprise user community.
• Excellent ability to communicate effectively with technical, operational, and management audiences with broad and varied backgrounds.
• Strong ability to understand complex technical issues in order to effectively manage escalations and communicate with technical teams; direct, hands-on troubleshooting is not a primary duty of this role.

Certifications:

• ITIL certification required.
• Security+ certification is a plus.

Tools:

Technical Knowledge:

Familiarity with DoD cybersecurity policies, including DoD 8500 series and the Risk Management Framework (RMF)

Working Conditions and Physical Requirements:

• Majority of work currently remote, occasional travel to client and/or customer/stakeholder location within the Washington DC Metro area.
• After hours work expected. COMP time provided

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources