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It Problem Manager Jobs in Washington (NOW HIRING)

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong ... What's in It For You? As an ActioNeter, you get to be part of an exceptional team and a corporate ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong ... What's in It For You? As an ActioNeter, you get to be part of an exceptional team and a corporate ...

ontrac

IT & Cyber Security Engineer

Washington, DC · On-site +1

$125K - $188K/yr

... problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986 ... Manage security tools: Support firewalls, intrusion detection systems, and endpoint protection ...

Georgia IT

SRE Engineer

Washington, DC · On-site

$64.50 - $85.75/hr

Incident & Problem Management: Serve as a production on-call responder using ITIL frameworks and ServiceNow; lead troubleshooting efforts, conduct deep root-cause analysis (RCA), and author ...

ontrac

IT & Cyber Security Engineer

Washington, DC · On-site +1

$125K - $188K/yr

... problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986 ... Manage security tools: Support firewalls, intrusion detection systems, and endpoint protection ...

ontrac

IT & Cyber Security Engineer

Washington, DC · On-site +1

$125K - $188K/yr

... problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986 ... Manage security tools: Support firewalls, intrusion detection systems, and endpoint protection ...

ontrac

IT & Cyber Security Engineer

Washington, DC · On-site +1

$125K - $188K/yr

... problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986 ... Manage security tools: Support firewalls, intrusion detection systems, and endpoint protection ...

System One

MMS Technology Engineer

Bethesda, MD · Remote

$28/hr

Provide incident and problem management based on the fundamental processes found in the ITIL ® and ITSM ® frameworks and established policies and procedures. Work directly with end-users and IT ...

ontrac

IT & Cyber Security Engineer

Washington, DC · On-site +1

$125K - $188K/yr

... problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986 ... Manage security tools: Support firewalls, intrusion detection systems, and endpoint protection ...

Orion Solutions

Client Success Manager

Reston, VA · On-site

$55K - $65K/yr

... and problem management. * Manages and continuously refines the onboarding experience for new ... Support development and alignment of IT roadmaps and budget planning to meet client business ...

System One

MMS Technology Engineer

Bethesda, MD · Remote

$28/hr

Provide incident and problem management based on the fundamental processes found in the ITIL ® and ITSM ® frameworks and established policies and procedures. Work directly with end-users and IT ...

CommIT Enterprises, Inc

Helpdesk Analyst II

Quantico, VA · On-site

$22 - $30.25/hr

... and IT teams for both unclassified and classified equipment. The candidate will be required to ... problem management, fulfillment, verification, and closure. Established in 2001, CommIT is a ...

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All JobsIt Problem JobsIt Problem Manager JobsIt Problem Manager Jobs in Washington

It Problem Manager information

See Washington salary details

$22.7K

$84.6K

$156.3K

How much do it problem manager jobs pay per year?

As of Aug 6, 2026, the average yearly pay for it problem manager in Washington is $84,626.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,800.00 and $101,900.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an IT Problem Manager, and why are they important?

To thrive as an IT Problem Manager, you need a solid understanding of ITIL processes, incident and problem management, and a background in information technology or computer science. Familiarity with IT service management (ITSM) tools like ServiceNow or BMC Remedy, and ITIL certifications, are typically required. Strong analytical thinking, communication, and stakeholder management skills help you excel in identifying root causes and coordinating solutions. These skills are critical for minimizing business disruptions, ensuring service reliability, and driving continuous improvement in IT environments.

How does an IT Problem Manager typically collaborate with other IT teams to resolve recurring issues?

An IT Problem Manager frequently works cross-functionally, partnering with service desk staff, incident managers, infrastructure teams, and application support groups to analyze and address persistent IT problems. This involves organizing root cause analyses, facilitating problem review meetings, and ensuring follow-up actions are tracked to completion. Effective communication and documentation are key, as the Problem Manager must coordinate inputs from multiple stakeholders to implement long-term solutions and prevent future incidents. This collaborative approach helps foster a proactive culture and continuous improvement within IT operations.

What is the difference between It Problem Manager vs It Service Desk Analyst?

AspectIt Problem ManagerIt Service Desk Analyst
Primary RoleIdentify, analyze, and resolve root causes of IT problems to prevent future incidentsHandle initial user requests, troubleshoot basic issues, and escalate complex problems
CertificationsITIL Foundation, sometimes Problem Management certificationsITIL Foundation, CompTIA A+ often preferred
Work EnvironmentTypically in IT operations or support teams, focusing on problem resolutionFrontline support, interacting directly with end-users
FocusProactive problem management and process improvementReactive incident handling and customer service

The It Problem Manager focuses on identifying and resolving underlying IT issues to improve system stability, while the It Service Desk Analyst primarily handles user requests and resolves basic technical problems. Both roles require ITIL knowledge, but their responsibilities and focus areas differ significantly.

What is an IT Problem Manager?

IT Problem Managers are professionals responsible for identifying, managing, and resolving the root causes of recurring incidents within an organization's IT systems. Their main goal is to minimize the impact of problems on business operations by analyzing incident trends, implementing long-term solutions, and preventing future issues. They often coordinate between technical teams and stakeholders to ensure problems are resolved efficiently and permanently.
What job categories do people searching It Problem Manager jobs in Washington look for? The top searched job categories for It Problem Manager jobs in Washington are:
What cities in Washington are hiring for It Problem Manager jobs? Cities in Washington with the most It Problem Manager job openings:
It Problem Manager jobs near you
Infographic showing various It Problem Manager job openings in Washington as of August 2026, with employment types broken down into 84% Full Time, 13% Part Time, and 3% Contract. Highlights an 84% Physical, 2% Hybrid, and 14% Remote job distribution, with an average salary of $84,626 per year, or $40.7 per hour.

Call Center (Tier 1) Manager

ActioNet

Rockville, MD • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 8 days ago

Job description

Call Center (Tier 1) Manager
(Rockville, MD)

Position Overview

The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.

Estimated Salary: Up to $255K

Key Responsibilities

  • Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
  • Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
  • Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
  • Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
  • Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
  • Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications

  • Bachelor's degree in Information Technology, Business, or a related field.
  • ITIL v4 Foundation certification preferred.
  • Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
  • Experience supporting Federal ITSM environments and performance-based service delivery.
  • Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
  • Strong leadership, communication, and customer service management skills.

Key Competencies

  • Service Desk Operations
  • ITIL Service Management
  • Customer Experience (CX)
  • Workforce Management
  • Performance Metrics & Reporting
  • Continuous Process Improvement

Security Clearance: Top Secret Clearance

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!
 

Core Capabilities:

  • Advanced and Managed IT Services
  • Agile Software Development
  • DevSecOps
  • Cybersecurity
  • Health IT
  • C4ISR & SIGINT
  • Data Center Engineering & Operations
  • Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:
  • Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
  • Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
  • Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?
ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • 401(k) Savings Plan
  • Education and Professional Training
  • Flexible Spending Accounts (FSA)
  • Employee Referral and Merit Recognition Programs
  • Employee Assistance and Identity Theft Protection
  • Paid Holidays: 11 per year
  • Paid Time Off (PTO)
  • Disability Insurance
 

 

 

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