Incident Technician Lead

About the role

You will lead multiple teams of Incident Technicians, develop and refine incident-management processes, and serve as the main contact for IT incident resolution. The role includes analyzing straightforward technical problems, overseeing incident execution and prioritization, performing HR duties for your team, collaborating with project managers and stakeholders, supporting KPI achievement, and facilitating 24×7 operational coverage.

Responsibilities

• Lead and mentor multiple teams of Incident Technicians.
• Develop, document, and improve incident-management processes.
• Act as the primary escalation point for IT incident resolution.
• Analyze and troubleshoot technical problems.
• Oversee incident execution, prioritization, and handoffs.
• Perform HR duties including performance reviews and staffing decisions.
• Collaborate with project managers, stakeholders, and other support teams.
• Drive achievement of operational KPIs.
• Facilitate 24×7 operational coverage and on-call rotation.

Requirements

• High school diploma plus 8+ years of relevant experience, associate’s degree plus 6+ years, or bachelor’s degree plus 4+ years.
• Direct experience in an operational IT environment.
• Proven ability to manage teams and build relationships.
• Strong project communication skills.

Preferred Skills

• CompTIA Security+, CompTIA Network+, or equivalent certifications.
• Certified Management Accountant (CMA) certification.
• Experience in a Windows Communication Foundation (WCF) environment.
• Excellent written and verbal communication.
• Adaptability in fast-paced, changing environments.

Clearance & Physical Requirements

• Must possess an active TS/SCI clearance with Polygraph.
• Able to remain stationary for extended periods while operating equipment.
• Capable of moving within and between buildings, including ascending ladders.
• Ability to lift and carry equipment up to 50 pounds.