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Problem Manager Jobs in Reston, VA (NOW HIRING)

Govcio LLC

Service Desk Manager

Washington, DC · On-site

$140K - $168K/yr

Use ITIL practices to promote problem management to proactively respond or eliminate incidents * Manage ticket queues, ensuring timely resolution and adherence to SLAs * Coordinating the execution of ...

CommIT Enterprises, Inc

Helpdesk Analyst II

Quantico, VA · On-site

$22 - $30.25/hr

Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure. Established in ...

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 ...

CommIT Enterprises, Inc

Helpdesk Analyst II

Quantico, VA

$22 - $30.25/hr

Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure. Established in ...

Orion Solutions

Client Success Manager

Reston, VA · On-site

$55K - $65K/yr

About the Client Success Manager position We're looking for a driven and passionate Client Success ... Excellent organizational, communication, and problem-solving skills. Credentials and Experience

ClifyX

Service Management Lead

Washington, DC · On-site

$17.50 - $24/hr

Provide consultant level support for problem management and root cause identification * Responsible for providing guidance in Asset and Configuration management

CommIT Enterprises, Inc

Helpdesk Analyst II

Quantico, VA · On-site

$22 - $30.25/hr

Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure. Established in ...

Agile Defense

Help Desk Analyst

Quantico, VA · On-site

$22 - $30.25/hr

Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes. • Coordinate with the Customer's Representatives ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA · On-site

Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training, coaching, performance management. * Maintain/update knowledge bases and SOPs.

CSV-Taurean

Service Desk Lead

Alexandria, VA · On-site

Manage incident, problem, and request fulfillment using ServiceNow. * Supervise technical personnel: scheduling, training, coaching, performance management. * Maintain/update knowledge bases and SOPs.

Amazon

Infrastructure Delivery Manager

Herndon, VA · On-site

... problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still under development ...

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Problem Manager information

See Reston, VA salary details

$29.1K

$63.9K

$120.2K

How much do problem manager jobs pay per year?

As of Jul 16, 2026, the average yearly pay for problem manager in Reston, VA is $63,904.00, according to ZipRecruiter salary data. Most workers in this role earn between $34,900.00 and $87,400.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Problem Manager position, and why are they important?

To thrive as a Problem Manager, you need expertise in IT service management, strong analytical abilities, and troubleshooting skills, often supported by a degree in information technology or a related field. Familiarity with ITIL frameworks, incident management systems (like ServiceNow or Remedy), and relevant certifications such as ITIL Foundation or Problem Management Certification are highly valuable. Excellent communication, stakeholder management, and critical thinking skills help you proactively resolve complex issues and coordinate across departments. These skills ensure the effective identification, tracking, and permanent resolution of system problems, minimizing business impact and improving organizational stability.

What are the primary challenges a Problem Manager faces in their day-to-day work?

Problem Managers often contend with balancing multiple high-priority incidents while ensuring root cause analysis is thorough and documented. They must navigate between different technical teams and stakeholders to drive consensus and implement long-term solutions, which can be challenging under tight deadlines. Rapidly changing IT environments and evolving business needs require continual learning and adaptability. However, successfully overcoming these challenges leads to improved service reliability, increased job satisfaction, and valuable visibility within the organization.

What does a Problem Manager do?

A Problem Manager is responsible for identifying, analyzing, and resolving recurring IT issues to prevent future incidents. They work closely with technical teams to find root causes, implement solutions, and improve overall service reliability. Their goal is to minimize business disruptions by proactively managing problems and ensuring permanent fixes.

What job categories do people searching Problem Manager jobs in Reston, VA look for? The top searched job categories for Problem Manager jobs in Reston, VA are:
What cities near Reston, VA are hiring for Problem Manager jobs? Cities near Reston, VA with the most Problem Manager job openings:
Problem Manager jobs near you
Infographic showing various Problem Manager job openings in Reston, VA as of July 2026, with employment types broken down into 95% Full Time, and 5% Part Time. Highlights an 90% In-person, and 10% Remote job distribution, with an average salary of $63,904 per year, or $30.7 per hour.
Service Desk Manager

Service Desk Manager

Govcio LLC

Washington, DC • On-site

$140K - $168K/yr

Full-time

Posted 6 days ago

GovCIO rating

7.2

Company rating: 7.2 out of 10

Based on 8 frontline employees who took The Breakroom Quiz

124th of 210 rated it services

Job description

GovCIO is currently hiring for a Service Desk Manager to support our US Mint contract needs. This position is located in the Washington, DC area and will be a hybrid on-site/remote.
Responsibilities
  • Technical, Project and Operation Management of service desk operations and Asset Management
  • Develop and implement process improvements to enhance service desk efficiency and customer satisfaction.
  • Monitor key performance indicators and prepare regular reports for management review.
  • Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service.
  • Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting.
  • Provide input for contract deliverable reports.
  • Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff
  • Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites.
  • Serve as the primary escalation point for complex or high-priority incidents and requests
  • Use ITIL practices to promote problem management to proactively respond or eliminate incidents
  • Manage ticket queues, ensuring timely resolution and adherence to SLAs
  • Coordinating the execution of change requests through US Mint's standard change management lifecycle
  • Develop, refine, and enforce escalation procedures and service workflows
  • Analyze service desk metrics to identify trends, gaps, and opportunities for improvement
  • Drive continuous improvement initiatives through data analysis, automation, and process optimization
  • Oversee and maintain a high-quality knowledge base and solutions repository
  • Continually develop, edit, and curate KM articles and SOPs
  • Coordinate communication for outages, incidents, and emergency activities
  • Review customer satisfaction data and implement improvements to enhance user experience
  • Advise leadership on operational risks, escalation needs, and support requirements
  • Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding).

Leadership & Team Development
  • Train, coach, and mentor Service Desk and Desktop Support staff (Tier I-II)
  • Support employee development and career progression
  • Schedule staff and ensure appropriate coverage for all support operations
  • Foster a collaborative, customer-focused team environment

Qualifications
Bachelor's with 15+ years (or commensurate experience)
Required Skills and Experience
  • Experience managing a team responsible for addressing tickets in ServiceNow
  • 10+ years of experience in IT service delivery, help desk, or customer support operations.
  • Strong leadership and team management experience in a technical support environment
  • Proven success managing service desks in large enterprise environments
  • Expertise in SLA development, tracking, and reporting
  • Advanced analytical and problem-solving skills
  • Strong interpersonal and relationship management abilities
  • Excellent written and verbal communication skills
  • Ability to translate technical concepts for non-technical audiences
  • Proficiency in Microsoft Office and service management tools, specifically ServiceNow
  • Working knowledge of diagnostic and troubleshooting utilities
  • Exceptional organizational skills and attention to detail
  • Ability to prioritize and execute in high-pressure environments

Required Certification upon start
  • ITILv4+ Foundation Certification
  • PMP certification
  • Agile certification

Clearance Required: Must be able to attain and maintain a US MINT Public Trust
Posted Salary Range
USD $140,000.00 - USD $168,000.00 /Yr.

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