Lead Incident Manager
Buchanan Technologies - Portland, OR

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Buchanan Technologies is seeking a lead Incident Manager for the service desk. Candidate will be supporting a client onsite in Portland, Oregon.

Roles andResponsibilities:
  • Manage three other Incident Managers remotely; while acting as Buchanan's Account Manager onsite for the client.
  • Manage client relationships
  • Respond to telephone calls, email and requests for incident management, escalations in a fast, friendly manner and have the ability to explain technical situations
  • Monitor & manage network and telephony incidents
  • Monitoring & Manage network & telephony service requests
  • Collating incidents related to the same problem
  • Performing trend analysis on resolved and open incidents on a regular basis
  • Participating in root cause analysis on network and telephony incidents
  • Monitoring and managing client assigned Resolver Groups to ensure timely and efficient problem determination, resolution and communication of network and telephony Incidents between client and customer service providers
  • Returning misrouted incidents & service requests to customer L1 service desk for correction.
  • Notifying Client resolver groups of incidents that are in jeopardy of missing service level agreements.
  • Assisting customer service L1 service desk in in assigning severity levels
Required Skillset:
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Previous process management experience, ability to perform gap & root cause analysis required
  • Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Previous supervisorial experience working with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • Ability to demonstrate a solid understanding of network components and concepts
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Ability to follow defined processes & procedures.
  • Candidates must also be able to work any shift, holidays, and weekends
Education and Training:
  • ITIL and HDI certifications
  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.
  • Previous experience in a technical service desk and incident management tools (ticketing system)
  • Previous technical support experience call center, customer service.
**Project Management experience is a plus

Buchanan Technologies - 14 months ago - save job - block
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