Incident Manager

Insight Global; Long Beach (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

Insight Global is seeking an Incident Manager to lead escalations, incidents, and service delivery across enterprise IT operations. You will coordinate resources, manage high-impact issues, and ensure SLAs are met while delivering excellent client experiences.

The ideal candidate has strong incident management skills, prior leadership of technical teams, and the ability to influence outcomes through cross-functional collaboration in a fast-paced MSP environment.

Qualifications

• 5+ years of IT support, operations, or managed services experience.
• 2+ years leading technical teams or incident response.
• Strong incident management and service delivery knowledge.
• Excellent communication and stakeholder management.

Responsibilities

• Own coordination of complex technical escalations and incidents.
• Accountable for escalated issues and ensuring resources are engaged.
• Lead incident response with cross-functional teams and communicate with stakeholders.
• Drive root cause analysis and post-incident reviews.
• Provide technical guidance to teams handling customer issues.
• Review escalation trends to improve service delivery and reduce incidents.

Skills

IT support

Escalation leadership

Incident management

Cross-functional leadership

Multi-Platform knowledge

Customer service

Stakeholder management

Analytical skills

Prioritization

Technical influence

Tools

Ticketing systems

Monitoring platforms

Remote management tools

Job description

Job Type: Full-time; Direct-Hire / Permanent

Compensation: $80,000 to $100,000 annually

• Exact compensation may vary based on several factors, including skills, experience, and education.
• Benefits & PTO packages included.

Required Skills & Experience:

• 5+ years of progressive IT support, technical operations, or managed services experience.
• 2+ years of experience leading technical teams, managing escalations, or coordinating incident response activities.
• Strong understanding of incident management, escalation management, and service delivery practices.
• Demonstrated ability to lead complex technical issues through resolution using cross-functional teams.
• Strong technical knowledge across multiple technology platforms and infrastructure domains.
• Excellent customer service, communication, and stakeholder management skills.
• Strong organizational, analytical, and decision-making abilities.
• Ability to prioritize multiple competing priorities in a fast-paced environment.
• Ability to lead technical discussions and influence outcomes without direct authority.

Nice to Have Skills & Experience:

• Experience in a Managed Service Provider (MSP) environment.
• Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager.
• Strong understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Experience with ticketing systems, monitoring platforms, and remote management tools.
• Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
• ITIL Foundation
• Microsoft Certifications
• Cisco Certifications
• CompTIA Network+, Security+, or equivalent industry certifications

Description

The Incident Manager serves as the operational and technical leader for the organization, ensuring the effective management of escalations, incidents, and service delivery outcomes. This role provides day-to-day coordination, and oversight of technical resources to drive timely resolution of customer issues, maintain SLA performance, and deliver exceptional client experiences.

This person collaborates closely with management, shared services teams, and customer stakeholders to manage high-impact incidents, remove delivery obstacles, improve operational processes, and develop team capabilities. While this role maintains a strong technical background and serves as a senior resource, its primary responsibility is ensuring the right resources are engaged, incidents are effectively managed, and customer commitments are met.

The ideal candidate possesses strong technical knowledge, exceptional incident management skills, operational leadership experience, and a passion for developing technical teams while driving service excellence.

Job Responsibilities:

• Own the coordination and management of complex technical escalations and critical customer incidents.
• Serve as the primary point of accountability for escalated issues, ensuring appropriate technical resources are engaged and resolution efforts remain on track.
• Lead incident response activities during service disruptions, coordinating cross functional teams and maintaining stakeholder communication.
• Drive root cause analysis and post-incident reviews to identify corrective and preventive actions.
• Provide technical guidance and oversight to teams working through complex customer issues.
• Review escalation trends and identify opportunities to improve service delivery and reduce recurring incidents.