IT Support Manager

Job ID Number

R3401

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

As the Manager Incident Manager, Manager, you will be responsible for oversee the MIM teams coordinated response to major incidents that significantly disrupt normal service operations.

This role requires a combination of strong leadership, technical understanding, and excellent communication skills to manage incidents that may involve multiple stakeholders, including third-party vendors.

Job Description

We are looking for a Major Incident Manager to oversee the MIM teams coordinated response to major incidents that significantly disrupt normal service operations.

This role requires a combination of strong leadership, technical understanding, and excellent communication skills to manage incidents that may involve multiple stakeholders, including third-party vendors .

This position will be full-time and hybrid.

What You’ll Do

Lead the MIM team in the response to major incidents, ensuring a timely and effective resolution

Coordinate with IT teams, vendors, and stakeholders to diagnose and resolve complex issues

Activate and chair Major Incident Management meetings to facilitate communication and decision-making

Collaborate with various technical teams to diagnose and resolve incidents

Ensure that all necessary resources are mobilized and that incident response efforts are well-coordinated

Work with service continuity managers to invoke disaster recovery plans if needed

Serve as the central point of communication during major incidents, providing regular updates to all relevant parties, including senior management

Ensure clear and concise communication both internally and externally, maintaining a log of incident updates and decisions made

Make critical decisions regarding incident response strategies and resource allocation

Escalate issues to higher management when necessary to ensure timely resolution

Develop, maintain, and enforce major incident management processes and procedures in line with industry best practices

Ensure that all parties follow the established incident management protocols

Serve as a primary point of contact for stakeholders during major incidents

Provide regular updates on incident status, impact, and resolution plans to senior management and other stakeholders

Manage relationships with internal and external stakeholders, including third-party service providers and vendors

Escalate issues to appropriate levels of management as required.

Conduct post-incident reviews to identify root causes and prevent future occurrences

Compile incident reports and present findings to senior management with recommendations for service improvement

Lead and motivate the MIM team, ensuring they are well-prepared to handle major incidents

Provide training and guidance to team members on incident management best practices

Ensure the team is prepared to respond effectively to major incidents

What You'll Need

Required :

Bachelor's degree in Information Technology, Computer Science, or related field

Proven experience in IT incident management, with a focus on major incident handling

Familiarity with IT Service Management (ITSM) frameworks, such as ITIL

Strong leadership and managerial skills, with the ability to manage cross-functional teams

Preferred :

Excellent communication and interpersonal skills, with the ability to manage communications in a high-pressure environment

Strong problem-solving skills and the ability to make decisions quickly

Ability to coordinate complex incident responses involving multiple parties

Good organizational skills and the ability to manage multiple tasks simultaneously

Experience with ITSM tools and platforms

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor