24/7 Watch Team Lead - Incident & Networking

CommIT Enterprises; Kansas City (MO); On-site; USD 80,000 - 100,000; Full time

Job summary

CommIT Enterprises, Inc. in Kansas City, MO seeks a Watch Team Supervisor to lead a team of analysts providing 24x7 monitoring, incident response, and Service Desk support for the client’s enterprise network.

You will drive efficient ticket handling, coordinate weekend operations, and deliver executive-level updates on status and readiness. Ideal candidates will have IAM Level I, ITIL v4 familiarity, and 5+ years of watch-operations experience, with strong analytical and communication skills to

Qualifications

• Requires IAM Level I certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
• 5+ years on an operations staff supporting watch teams and incident reporting.
• Background in IT business processes and cyber incident response.
• Familiar with ITSM tools and enterprise event monitoring systems.
• Experience with Remedy ticketing system and ITIL v4 framework desired.

Responsibilities

• Monitor events and incidents on the network and take immediate action.
• Oversee weekend Helpdesk support via multiple channels for classified and unclassified services.
• Manage lifecycle of service requests: detect, triage, escalate, troubleshoot, close.
• Collaborate with client IT teams to escalate complex issues and provide guidance.
• Verify resolutions with customers and generate post-incident reports.
• Publish weekly/monthly service desk metrics and provide executive briefings.

Skills

Watch Team Leadership

Analytical skills

Communication skills

Policy adherence

ITIL v4 familiarity

High-pressure environment

Education

IAM Level I Certification

ITIL v4 Foundation certification desired

Tools

BMC Remedy

SolarWinds

HP Event Management

Remedy ticketing system

SharePoint

Job description

CommIT Enterprises, Inc. in Kansas City, MO seeks a Watch Team Supervisor to lead a team of analysts providing 24x7 monitoring, incident response, and Service Desk support for the client’s enterprise network.

You will drive efficient ticket handling, coordinate weekend operations, and deliver executive-level updates on status and readiness. Ideal candidates will have IAM Level I, ITIL v4 familiarity, and 5+ years of watch-operations experience, with strong analytical and communication skills to