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Position Summary:
The IT Incident Manager is responsible for the end-to-end coordination and management of all incoming support requests across the organization’s IT tracking systems. This role ensures incidents are properly triaged, prioritized, assigned, and resolved within agreed SLAs. The ideal candidate is a detail-oriented leader with strong analytical skills who can evaluate severity, ROI, and completeness of requests and collaborate across multiple IT functions—including traditional IT support, software development, and ERP configuration/support.
Duties and Responsibilities:
- Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders).
- Validate request completeness and ensure all required details are captured.
- Assess each incident for severity, business impact, and completeness.
- Determine appropriate priority based on facts provided in the incident.
- Identify incidents vs. enhancements and route accordingly.
- Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications).
- Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets.
- Analyze incident trends, root causes, and recurring issues; propose problem management initiatives.
- Partner with teams to improve incident prevention, monitoring, alerting, and automation.
- Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support.
- Collaborate with Product Owners and Business Analysts to align incident handling with business priorities.
Skills and Requirements:
- 3–5+ years of experience in Incident Management or Service Desk.
- Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB).
- Proven ability to assess severity, business impact, and ROI to prioritize effectively.
- Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders.
- Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents.
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
