IT Incident Manager

Role: IT Incident Manager

Location:

Lewisville, TX, United States

Work Model: 40% Remote (Hybrid)

Management Level: People Leader

The IT Incident Manager is responsible for owning, leading, and maturing the Incident Management function across the organization’s IT operations. This role establishes and enforces a consistent, ITIL 4–aligned Incident Management discipline to ensure rapid service restoration, effective communication, and continuous improvement. The IT Incident Manager partners closely with Change and Problem Management teams and provides executive leadership with operational visibility through data‑driven reporting and analysis.

• Own and manage the end‑to‑end Incident Management lifecycle in alignment with ITIL 4 best practices.
• Serve as Incident Commander for Severity 1 incidents during business hours and provide escalation leadership as required.
• Establish, enforce, and continuously improve incident severity definitions, escalation paths, and communication standards.
• Lead and facilitate post‑incident reviews and ensure proper handoff to Problem Management for root cause analysis.
• Partner with Change Management to identify and reduce change‑related incidents.
• Analyze incident data and trends to identify systemic issues, recurring failures, and user training gaps.
• Define Incident Management process and reporting requirements for Ivanti ISM in partnership with platform owners.
• Develop, publish, and interpret performance dashboards and operational metrics using Power BI.
• Educate and coach IT teams on ITIL‑aligned Incident Management practices.
• Provide leadership, coaching, and performance management for two direct‑report Incident Engineers.
• Ensure compliance with IT and Information Security policies.
• Support audit activities as required.
• Maintain Incident Management documentation, standards, and runbooks.
• Perform other duties as assigned.

• Strong understanding of ITIL 4 Incident Management principles and practices.
• Demonstrated ability to lead major incident response under pressure.
• Strong analytical skills with the ability to interpret operational data and trends.
• Excellent communication and stakeholder management skills.
• Ability to influence and lead across teams without direct authority.
• Strong organizational, facilitation, and time management skills.
• Proficiency with ITSM platforms and operational reporting tools.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of five (5) years of experience in IT service management or IT operations leadership.
• Demonstrated experience leading enterprise‑level major incident response.
• Experience working in low to moderate ITIL maturity environments.
• Experience with ITSM platforms.

• ITIL 4 certification (Required)
• Experience with Ivanti ISM (Preferred)
• Experience using Power BI or similar reporting tools (Preferred)

• Light to moderate physical activity.
• Handling objects up to 15 pounds.
• Occasional standing or walking.
• Frequent work at a keyboard or workstation.

Work is typically performed in a professional office setting with minimal physical risk exposure. Hybrid or on‑site arrangements may apply based on business needs.

INSPYR Solutions is a national provider of technology and talent solutions. We align industry and technical expertise with client business objectives and cultural needs, delivering tailored professional services, project solutions, and talent placements. We are committed to excellence and prioritize the human aspect of our business to ensure the right solutions connect with the right opportunities. INSPYR Solutions is an Equal Employment Opportunity (EEO) employer and complies with all applicable federal, state, and local nondiscrimination laws.

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