Manager, IT Assist & Critical Situation Management

We are seeking a highly organized, technically proficient, and empathetic IT leader to take ownership of our IT Service Management (ITSM) function and lead our Critical Situation (CritSit) and IT Assist teams. This pivotal role acts as the central coordination point for all major service assurance processes, including CritSit, Change, Problem, Business Continuity (BCP), and Disaster Recovery (DR).

Requirements

• Lead and mentor a team of Service Desks (IT Assist) and Critical Situations (CritSit) management
• Manage team scheduling and the on-call rotation for all incidents response
• Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members
• Oversee the day-to-day operations of the IT Assist team, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Drive the maturity of the Incident, Request Fulfillment, Access Management, and Knowledge Management processes
• Monitor key IT Assist metrics (KPIs) such as First Call Resolution (FCR), Mean Time To Resolve (MTTR), Customer Satisfaction (CSAT), and backlog management
• Ensure the accurate and timely logging, tracking, and resolution of all service requests and incidents
• Own the CritSit process from declaration to resolution and post-incident review
• Serve as the Incident Commander during high-severity (P0/P1) outages
• Establish and enforce clear incident communication protocols
• Facilitate Post-Incident Reviews (PIRs) to identify root causes, determine corrective actions, and track the implementation of preventative measures
• Lead the organization's approach to Problem Management
• Act as the Change Management Process Owner
• Oversee Configuration Management
• Develop, enhance, and manage the Service Catalog and associated service level targets
• Identify and lead opportunities for automation and self-service
• Act as the IT coordinator for BCP initiatives
• Coordinate the planning, documentation, and execution of Disaster Recovery testing and validation
• Ensure the DR runbooks and recovery procedures are up-to-date, tested regularly, and adhere to defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)

Benefits

• Competitive salary
• Benefits package
• Opportunities for career growth and development