IT Incident And Escalation Manager

IDR is seeking a IT Incident and Escalation Manager to join one of our top clients for an opportunity in Louisville, Kentucky. This role involves managing critical technology incidents to ensure swift resolution, working in a fast-paced environment that emphasizes effective communication and problem-solving within ITIL frameworks and ServiceNow platforms.

Position Overview for the IT Incident and Escalation Manager:

• Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
• Work with team members to facilitate the solution of complex problems with information technology software and hardware.
• Handle incident communications for all high-priority incidents, including verification of incident notification messages.
• Maintain incident logs and process incident reports for review with upper management.
• Develop and maintain technical and process documentation for the Incident Management Team.

Requirements for the IT Incident and Escalation Manager:

• 3-5+ years of customer service experience.
• Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework.
• Excellent working knowledge of an ITSM platform - ServiceNow is preferred.
• Strong understanding of event management and escalation procedures.
• Excellent problem-solving and decision-making skills, with the ability to think strategically and tactically in high-pressure situations.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

#LI-REMOTEAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.