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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.