IT Incident Manager

About This Gig

Position Summary: The IT Incident Manager is responsible for the end-to-end coordination and management of all incoming support requests across the organization’s IT tracking systems. This role ensures incidents are properly triaged, prioritized, assigned, and resolved within agreed SLAs. The ideal candidate is a detail-oriented leader with strong analytical skills who can evaluate severity, ROI, and completeness of requests and collaborate across multiple IT functions—including traditional IT support, software development, and ERP configuration/support. Duties and Responsibilities: Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders). Validate request completeness and ensure all required details are captured. Assess each incident for severity, business impact, and completeness. Determine appropriate priority based on facts provided in the incident. Identify incidents vs. enhanc

Skills & Tags