Incident Manager

Summary

Join Encora as our dynamic IT Support Manager to lead and enhance our global IT support operations. Oversee a team, manage daily service activities, and implement strategies to improve issue resolution and customer satisfaction. Your leadership will influence the efficiency and scalability of support across multiple time zones. This full-time, remote position requires a Bachelor’s degree and 5+ years of IT support experience, including 2+ years in a managerial role. You will lead a team, develop IT support policies, leverage technology for improvements, monitor support metrics, and collaborate with global teams. The role demands strong leadership, communication, and problem-solving skills.

Requirements

• 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
• 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

Responsibilities

• 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

Benefits

Remote work