Remote Incident & Problem Manager - Tier II

F3 Design; United States; Remote; USD 93,600 - 108,160; Full time

Job summary

IronOrbit is seeking an Incident and Problem Manager to lead a distributed team within Managed Services, ensuring rapid incident resolution, effective problem management, and clear communication with stakeholders and customers.

The role coordinates with Senior Service Manager and Customer Success Manager teams, driving root cause analysis and proactive remediation across customer systems while maintaining service continuity and high client satisfaction.

Qualifications

• 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
• Experience leading remote and distributed teams across locations/time zones.
• Strong technical background with Windows Server, networking, cloud platforms, and remote troubleshooting.
• Excellent written and verbal communication with clarity and inclusivity in virtual settings.
• Experience with ITSM tools and incident/problem management processes.
• Experience with endpoint and device management tools.
• Familiarity with virtualization/VDI platforms.

Responsibilities

• Lead a geographically distributed Incident and Problem Management team with accountability and quality.
• Set expectations and enable regular virtual check-ins across locations/time zones.
• Oversee end-to-end incident lifecycle: monitor queues, triage, escalate, and resolve per SLAs.
• Manage the problem process: identify recurring issues, perform root cause analysis, implement permanent solutions.
• Serve as senior escalation point for complex incidents during shifts.
• Coordinate change requests and maintenance with after-hours teams to minimize disruption.
• Develop and publish incident/problem metrics; prepare shift reports and updates for leadership.
• Collaborate with managers and after-hours teams for seamless handoffs across shifts.
• Champion continuous improvement in processes, documentation, and client satisfaction.

Skills

Remote leadership

ITSM leadership

Communication

Windows Server

Tools

Microsoft Intune

Datto RMM

CrowdStrike Falcon

JAMF Pro

Apple Business Manager

VMware Horizon

Citrix

Hyper-V

Job description

IronOrbit is seeking an Incident and Problem Manager to lead a distributed team within Managed Services, ensuring rapid incident resolution, effective problem management, and clear communication with stakeholders and customers.

The role coordinates with Senior Service Manager and Customer Success Manager teams, driving root cause analysis and proactive remediation across customer systems while maintaining service continuity and high client satisfaction.