Incident/Problem Management Team Lead

The Incident/Problem Management Team Lead is responsible for managing a fast-paced, high impact Enterprise level Incident/Problem team and Lifecycle. The Team is the central communications point for all incidents managed in support and IT infrastructure that is servicing a large Enterprise user base. Experience will be required in managing a dedicated 24x7x365 12+ person Incident and Problem team, which is accountable for the end-to-end ITIL incident and problem management process. The Lead will also manage related Change and Knowledge management staff.

Responsibilities:

• Managing a 24x7, enterprise-level Incident and Problem Management team in the day-to-day performance of work - provides leadership, mentorship, and direction, and uses a wide range of tools and techniques to create and maintain a collaborative, motivated and positive team atmosphere.
• Provide the team with an understanding of the interdependencies and strategic impacts of Enterprise incidents and problems, to balance priorities.
• Proactively identify and react to Incidents based on feedback from Tier 2 technical teams and the various Help Desks.
• Document incident resolution and problem management processes, create reports, briefs, and provide detailed status to management.
• Gather and manage technical resources, internally and externally, and influence them through developed communication and diplomacy skills to own and efficiently drive incident resolution. 
• Manage multiple incidents requiring conference bridges, timely reporting, and escalation.

Required Skills/Experience: 

 
• A minimum of an Associate’s degree plus 12 years of experience or Bachelor’s plus 10 years of experience.
• At least five (5) years as a direct supervisor with experience managing an Incident management team supporting a large enterprise level operation. 
• Knowledge and understanding of IT Operational technologies, including servers, networks, routers, switches and Operating Systems.
• Three (3) years of experience in two of the following IT areas; IT Network Operations, IT Service Desk, Active Directory Environments, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations, 
• Two (2) years of hands-on experience using ServiceNow ITSM tool or other similar ITSM tools.
•  ITIL4 certified or ability to obtain within 90 days.
• Demonstrated ability to work in a fast-paced team environment with the ability to think and respond to IT incidents quickly and efficiently to minimize downtime and exceed customer expectations for service. 
• Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction.
• Personnel management skills for a group of professional IT staff to include scheduling, performance reviews, disciplinary actions, timecards, training, work management.
• Ability to work flexible hours, if required, to conduct incident resolutions and ensure minimal impact of service availability.
• Experience with providing guidance to technical staff to drive incidents to resolution.
• Understanding of workflow automation tools and process improvement methodologies.
• Exposure to Artificial Intelligence (AI) tools and platforms.
• Excellent written and verbal communication skills. 
• Strong interpersonal / relationship management skills.
• Strong ability to work in a fast-paced crisis environment and with cross-functional teams.

Preferred Skills/Experience:

• ITIL Service Operations certified. 
• Top Secret security clearance.
• Experience supporting DHS or other similar federal agencies. 
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA).
• Experience in IT Command Center, Operations Center.