Senior ITSM & Incident Management Lead

GCS Recruitment; Wellington (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

GCS Recruitment seeks a Service Operations Lead to establish and enhance support operations for a mission-critical software environment. You will implement service management processes, configure ticketing systems, and improve incident and escalation management while developing KPI reporting and dashboards.

Key responsibilities include defining incident management, SLAs, service catalogs, runbooks, and knowledge base articles, and training support teams to adopt new processes and tools.

Qualifications

• 7+ years in Customer Support Operations, Service Delivery, ITSM, or Technical Support leadership.
• Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or Freshservice.
• Strong background in incident management, KPI reporting, and process improvement.
• Excellent stakeholder and customer communication skills.

Responsibilities

• Implement and optimize support workflows, ticketing systems, and shared support queues.
• Define incident management, escalation procedures, SLAs, and customer communication processes.
• Develop service catalogs, runbooks, SOPs, and knowledge base articles.
• Create and report on KPIs such as response times, resolution times, backlog, and SLA performance.
• Train support teams and drive adoption of new processes and tools.
• Support data integration, reporting, and continuous improvement initiatives.

Skills

Stakeholder communication

Customer communication

Process improvement

Tools

ServiceNow

Jira Service Management

Zendesk

Freshservice

Job description

GCS Recruitment seeks a Service Operations Lead to establish and enhance support operations for a mission-critical software environment. You will implement service management processes, configure ticketing systems, and improve incident and escalation management while developing KPI reporting and dashboards.

Key responsibilities include defining incident management, SLAs, service catalogs, runbooks, and knowledge base articles, and training support teams to adopt new processes and tools.