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IronOrbit · 14 hours ago

Incident and Problem Manager

United States

Full-time

Remote

Mid, Senior Level

$45/hr - $52/hr

3+ years exp

IronOrbit is seeking an Incident and Problem Manager to be part of their Managed Services customer support team, ensuring rapid incident resolution and effective problem management. The role involves coordinating with various teams to manage escalations and service impacts while driving continual improvement and maintaining exceptional service continuity.

Cyber SecurityInformation TechnologySecuritySoftwareTelecommunicationsVirtual Reality

Responsibilities

Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment

Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones

Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs

Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions

Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts

Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption

Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager

Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams

Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction

Qualification

IT support leadershipWindows ServerITSM toolsNetworkingCloud platformsEndpoint management toolsVirtualization platformsITIL certificationTeam coordinationCommunication

Required

3+ years in an IT support or service management leadership role (MSP experience highly preferred)

Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments

Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting

Proven ability to lead distributed/remote teams effectively

Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings

Experience with ITSM tools and incident/problem management processes

Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager)

Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V)

Ability to coordinate effectively with after-hours and overnight teams