Incident Manager

Important Information:

Years of Experience: Minimum 5 years in IT support, including 2+ years in a managerial role
Job Mode: Full-Time
Work Mode: Remote 

Job Summary:
Encora is seeking a dynamic and experienced IT Support Manager to lead and enhance our IT support operations. In this role, you’ll oversee a global support team, manage daily service activities, and implement strategies to elevate technical issue resolution and overall customer satisfaction. Your leadership will directly influence the efficiency, performance, and scalability of our support operations across multiple time zones.

Responsibilities and Duties:

• Lead, coach, and manage a high-performing IT support team

• Conduct training, set performance goals, and complete regular evaluations

• Develop and enforce IT support policies and operational procedures

• Leverage technology and automation to improve ticket response and resolution time

• Monitor support metrics, analyze trends, and drive continuous improvement

• Oversee issue escalations and ensure timely and effective resolution

• Collaborate with global support teams to maintain 24/7 customer support coverage

• Work cross-functionally with departments to meet internal and external IT needs

• Maintain IT asset inventory and manage support tools

• Present regular updates on support performance and KPIs to leadership

Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field

• Minimum 5 years of experience in IT support, with 2+ years in a leadership role

• Strong leadership, coaching, and people management abilities

• Excellent communication, interpersonal, and stakeholder management skills

• Proven problem-solving skills and a data-driven mindset

• Ability to prioritize and operate effectively in high-pressure environments

Role-specific Requirements:

• Experience leading global support operations, including 24x7 support models

• Familiarity with IT support SLAs, KPIs, and incident escalation protocols

• Knowledge of ITIL framework and best practices

• Proficiency in managing IT inventory and support infrastructure

• Experience implementing process improvements and support automation tools

Technologies:

• ITSM tools (e.g., ServiceNow, Jira Service Management)

• Remote desktop and support platforms

• Monitoring and ticketing systems

• Inventory and asset management systems

• Microsoft 365, Google Workspace

Skillset Competencies:

• IT operations management

• People leadership and performance management

• Support metrics and SLA management

• Root cause analysis and troubleshooting

• Technical documentation and reporting

• Change management and process optimization

About Encora
Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.