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Problem Management Jobs in Ashburn, VA (NOW HIRING)

CGI Inc.

Senior Operations Analyst (SRE)

Fairfax, VA · On-site

Automation & Problem Management • Build and maintain an active automation backlog and deliver automated runbooks on a quarterly basis. • Convert recurring incidents into problem records with RCA ...

TekCommands Inc

Sr Mainframe Developer / Support

Mclean, VA · On-site

$49.50 - $63.75/hr

Experience with Job Scheduling, Incident management, Problem Management * Able to investigate complex business cases and come up with an explanation by code. * Previous experience in Banking is ...

CACI

Deputy Service Center Manager

Reston, VA

$121K/yr

... problem management investigations, change management coordination, and trend analysis to proactively address recurring system events and outages Supports Service Center communications, reporting, and ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong leadership, communication, and customer service management skills. Key Competencies * Service Desk ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong leadership, communication, and customer service management skills. Key Competencies * Service Desk ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong leadership, communication, and customer service management skills. Key Competencies * Service Desk ...

Accenuate IT Solutions

SRE ENGINEER/ MANAGER

Reston, VA · On-site

$59.25 - $78.75/hr

... problem management. - Collaborate with development, QA, and operations teams to implement shift-left testing practices (BDD, TDD, Unit, Regression). - Maintain architecture diagrams, knowledge ...

Chenega Sentinel 360

Operations Manager

Chantilly, VA · On-site

$123K/yr

Monitor service levels, system availability, incident response, change management, problem management, and continuous improvement initiatives. * Develop and implement operational policies, procedures ...

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All JobsProblem Management JobsProblem Management Jobs in Ashburn, VA

Problem Management information

See Ashburn, VA salary details

$28.6K

$62.8K

$118.1K

How much do problem management jobs pay per year?

As of Sep 6, 2026, the average yearly pay for problem management in Ashburn, VA is $62,813.00, according to ZipRecruiter salary data. Most workers in this role earn between $34,300.00 and $85,900.00 per year, depending on experience, location, and employer.

What is problem management?

Problem Management is an IT service management process focused on identifying, analyzing, and resolving the root causes of recurring incidents or problems within an organization's IT infrastructure. The goal is to minimize the impact of issues on business operations and prevent future incidents by addressing underlying causes rather than just treating symptoms. Problem Management typically involves both reactive steps (responding to problems as they arise) and proactive measures (identifying and resolving potential issues before they cause incidents).

What are the key skills and qualifications needed to thrive as a problem management professional?

To thrive as a Problem Management professional, you need strong analytical abilities, ITIL certification or similar qualifications, and experience in root cause analysis and incident management. Familiarity with IT Service Management (ITSM) tools like ServiceNow, Jira, or BMC Remedy is typically required. Excellent communication, collaboration, and critical thinking skills help you effectively coordinate between technical teams and stakeholders. These skills ensure the timely resolution of problems, minimize business disruptions, and drive continual service improvement within organizations.

What are some common challenges faced by professionals in problem management, and how can they be addressed?

Professionals in Problem Management often encounter challenges such as identifying the root causes of recurring incidents, managing cross-team communication, and ensuring timely resolution of problems. Addressing these challenges requires strong analytical skills, effective collaboration with technical and business teams, and the ability to prioritize tasks based on business impact. Utilizing structured methodologies like root cause analysis (RCA) and maintaining clear documentation can also help streamline the problem management process and drive continuous improvement.

What is the difference between Problem Management vs Incident Management?

AspectProblem ManagementIncident Management
Primary FocusIdentifying and resolving root causes of issuesRestoring service quickly after disruptions
ActivitiesAnalyzing problems, preventing future incidentsLogging, categorizing, and resolving incidents
MetricsNumber of problems resolved, root cause analysis effectivenessAverage resolution time, incident volume
Work EnvironmentIT support teams, service desksIT support teams, service desks

Problem Management focuses on identifying and eliminating the root causes of issues to prevent recurrence, while Incident Management aims to restore normal service as quickly as possible after disruptions. Both roles are essential in IT service management, working together to ensure system stability and efficiency.

Is problem management a good career?

Problem management is a valuable role within IT service management that focuses on identifying and resolving root causes of incidents to improve system stability. It requires strong analytical skills, knowledge of ITIL frameworks, and often involves collaboration with technical teams. The role offers opportunities for career growth and specialization in IT operations.

What job categories do people searching Problem Management jobs in Ashburn, VA look for?

The top searched job categories for Problem Management jobs in Ashburn, VA are:

Problem Management jobs near you
Infographic showing various Problem Management job openings in Ashburn, VA as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 74% Physical, 2% Hybrid, and 24% Remote job distribution, with an average salary of $62,813 per year, or $30.2 per hour.

Service Delivery Manager / Helpdesk Manager

Code Plus Inc

Merrifield, VA • On-site

$110 - $140/hr

Other

Posted 9 days ago

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Delivery Manager / Helpdesk Manager

Full Time Professional Fairfax, VA, US

8 days ago Requisition ID: 1093

Service Delivery Manager / Help Desk Manager

Location: Washington, DC – On-Site

About CODEplus

CODEplus, Inc. is an established information technology services company supporting federal government customers with IT operations, software development, service desk, cybersecurity, and technical support services. For more than 31 years, CODEplus has focused on delivering responsive, high-quality technology solutions to meet the mission needs of our government clients.

CODEplus is seeking an experienced Service Delivery Manager / Help Desk Manager to lead Service Desk operations supporting a federal government customer in Washington, DC. This position is on-site.

Position Overview

The Service Delivery Manager is responsible for the overall management and performance of Service Desk operations and serves as a primary interface between CODEplus and Government stakeholders, including the Contracting Officer (CO), Contracting Officer’s Representative (COR), and agency/OCIO leadership.

The manager will lead technical support personnel, oversee day-to-day service delivery, ensure compliance with service-level requirements, manage escalations, and drive continuous improvement of Service Desk processes and customer experience.

Key Responsibilities
  • Manage two Service Desks, including staffing, scheduling, workload assignments, performance, and service-level requirements.
  • Supervise, mentor, and provide technical leadership to Service Desk and technical support personnel.
  • Serve as the primary escalation point for complex customer and technical support issues.
  • Work directly with Government leadership, COR, CO, OCIO personnel, and other contractors to address operational priorities and service delivery requirements.
  • Monitor ServiceNow ticket activity, service demand, SLA performance, customer feedback, and operational metrics; develop reports and recommend improvements.
  • Develop, review, and maintain Standard Operating Procedures (SOPs), knowledge articles, workflows, and technical support procedures.
  • Support incident and problem management, new technology deployments, software/hardware testing, and OCIO projects.
  • Oversee the IT Asset Management lifecycle for end-user computing devices, including receiving, inventory, imaging, testing, deployment, recovery, repair, refresh, and decommissioning.
  • Ensure Service Desk activities comply with contract requirements, IT security requirements, federal policies, and IT service management best practices.
  • Identify opportunities to improve processes, workflows, automation, service quality, and customer experience.
Qualifications
  • Significant experience managing a federal government IT Service Desk or Help Desk in a fast-paced IT operations environment.
  • Strong leadership experience managing technical support personnel, competing priorities, escalations, and customer service requirements.
  • Hands-on knowledge of ServiceNow, Microsoft 365, Windows 11, Azure, Cisco Secure Client, Zscaler, Apple iOS, networking, AV/telecommunications, and end-user computing technologies.
  • Experience with ITSM processes, incident/problem management, knowledge management, SLA reporting, and operational performance metrics.
  • Experience managing IT assets, desktop/device refreshes, imaging, deployment, inventory, security remediation, and decommissioning.
  • Strong analytical, problem-solving, organizational, written, and verbal communication skills.
  • Ability to interact professionally with senior Government officials, technical teams, end users, and contractor personnel.
Preferred Qualifications
  • 10+ years of experience managing Service Desk/Help Desk operations and technical support personnel.
  • Federal Government IT support experience; NLRB experience or knowledge is a plus.
  • ITIL Foundation certification and demonstrated knowledge of ITIL/ITSM service management best practices.
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