The IT Incident Manager coordinates and manages incoming IT support requests, ensuring proper triage, prioritization, assignment, and resolution within SLAs while collaborating across IT functions.
Position Summary:
The IT Incident Manager is responsible for the end-to-end coordination and management of all incoming support requests across the organization’s IT tracking systems. This role ensures incidents are properly triaged, prioritized, assigned, and resolved within agreed SLAs. The ideal candidate is a detail-oriented leader with strong analytical skills who can evaluate severity, ROI, and completeness of requests and collaborate across multiple IT functions—including traditional IT support, software development, and ERP configuration/support.
Duties and Responsibilities:
- Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders).
- Validate request completeness and ensure all required details are captured.
- Assess each incident for severity, business impact, and completeness.
- Determine appropriate priority based on facts provided in the incident.
- Identify incidents vs. enhancements and route accordingly.
- Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications).
- Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets.
- Analyze incident trends, root causes, and recurring issues; propose problem management initiatives.
- Partner with teams to improve incident prevention, monitoring, alerting, and automation.
- Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support.
- Collaborate with Product Owners and Business Analysts to align incident handling with business priorities.
Skills and Requirements:
- 3–5+ years of experience in Incident Management or Service Desk.
- Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB).
- Proven ability to assess severity, business impact, and ROI to prioritize effectively.
- Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders.
- Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents.
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