Service Delivery Incident Manager

Job Title: Service Delivery Incident Manager (SDIM)

About Us

Role Summary

Key Responsibilities

Team Management

• Lead, coach, and manage a team of IT support engineers.
• Conduct regular team meetings and performance reviews.
• Foster a culture of accountability, collaboration, and high performance.

Incident & Escalation Management

• Oversee the end-to-end lifecycle of incidents from identification to resolution and closure.
• Coordinate across teams to resolve Critical and High-Priority tickets swiftly.
• Ensure efficient triaging and prioritization of alerts based on business impact.
• Maintain industry-standard practices in Incident, Problem, and Triage Management.

Client Relationship & Escalation Handling

• Act as the primary escalation point for high-impact client incidents.
• Ensure timely communication and resolution within agreed SLTs.
• Build and maintain strong relationships with clients through professional communication.

Support Operations & Continuous Improvement

• Monitor ticketing systems (preferably ConnectWise) to ensure issue resolution quality and timeliness.
• Participate in regular process reviews and implement continuous improvements.
• Track and report on key performance indicators (KPIs) to improve service delivery.
• Maintain up-to-date process documentation and SOPs.

Technical Leadership

• Provide hands-on technical support for complex issues.
• Stay current with industry trends and ensure your team s skills are up to date.
• Collaborate cross-functionally to ensure seamless support delivery.

Required Skills & Competencies

• Strong leadership and team development skills.
• Excellent verbal and written communication.
• Ability to prioritize and manage a high volume of tickets.
• Commitment to delivering exceptional customer service.
• Broad technical expertise across operating systems, networks, applications, and SaaS platforms.
• Accountability, ownership, and adaptability in a fast-paced environment.

Qualifications & Experience

• Bachelor s degree in IT, Computer Science, or related field.
• 10+ years in IT support or incident management, with at least 2 years in a leadership role.
• Deep understanding of IT infrastructure and service delivery processes.
• Experience with Managed Service Providers (MSP) is a strong plus.
• Proficient in ticketing systems (ConnectWise preferred).
• ITIL certification is a plus.

Work Hours & Expectations

• Full-time position (40 hours/week).
• Core working hours aligned to Eastern Standard Time (EST).
• Participation in on-call rotation for escalations as needed.
• Occasional overtime may be required during critical incidents.

Ready to Apply?