IT Incident Mgmt Lead

About the role

The IT Incident Management Lead at K&L Gates LLP is responsible for managing and coordinating responses to IT incidents, particularly major incidents, across the firm's global IT environment. This role adheres to ITIL® 4 and ServiceNow ITSM best practices.

Responsibilities

• Own and continuously improve the Incident Management and Major Incident Management practices
• Declare, lead, and de-escalate Major Incidents; manage bridges and global swarming
• Ensure accurate incident prioritization based on legal, client, and business impact
• Cook up and coordinate cross-functional resolution activities and vendor engagement
• Own executive and stakeholder communications during high-impact incidents
• Ensure incidents are logged, managed, and closed in ServiceNow ITSM
• Facilitate Post-Incident Reviews and drive corrective actions through Problem Management
• Ensure audit-ready documentation and compliance with firm risk standards

Requirements

• 5+ years of experience in IT operations or IT Service Management
• Demonstrated leadership of Major Incidents in complex, global environments
• ITIL® 4 Foundation certification required (higher-level certifications preferred)
• Hands-on experience with ServiceNow ITSM Incident Management
• Working knowledge of CMDB / CSDM concepts
• Exceptional communication, facilitation, and decision-making skills
• Ability to lead calmly under pressure and influence across global teams

Qualifications

• Self-starter with the ability to work independently and as part of a team
• Excellent communication skills and a commitment to providing the highest quality client service

Skills

• Strong problem-solving and decision-making abilities
• Effective communication and interpersonal skills
• Experience with ITIL® 4 and ServiceNow ITSM
• Knowledge of CMDB / CSDM concepts

Benefits

• Salary: $128,000 - $199,000 / year
• Comprehensive suite of benefits including medical/dental/vision insurance, retirement plans, and wellness programs
• Paid time off, holidays, and leave policies
• Professional development and continuing legal education credit opportunities
• Employee referral program and perks
• Flexible work arrangements

Pay

$128,000 - $199,000 / year. The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.

Schedule

Full-time position available.

Benefits

• Medical/Prescription Drug Coverage
• Dental Insurance
• Vision Insurance
• Wellness Program
• Pre-tax Commuting Benefits
• 401(k) Retirement Plan and Profit Sharing
• Business Travel Accident Insurance
• Short- and Long-term Disability Protection
• Pet Insurance
• Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
• Health Advocacy Services
• Paid Time Off (25-30 days per year)
• Identity Protection/Restoration and Fraud Insurance
• Parental Leave (18 weeks of which 6 are paid; short-term disability may provide additional paid time off)
• Student loan refinancing options and access to a student loan concierge service
• Paid Holidays (12)
• Addiction Resources
• Family Building Benefits
• Breast milk delivery and lactation support services
• Flexible Spending Accounts
• Employee Assistance Program
• Professional Development and CLE Credit Opportunities
• 529 Deductions
• Relocation Accident Insurance
• Employee Referral Program
• Critical Illness Insurance
• Hybrid/Remote Work Opportunities
• Hospital Indemnity Insurance
• Perks including: Technology, Entertainment, and Travel Discount Programs
• Bereavement Leave

Equal Employment Opportunity

The Firm is an equal opportunity employer. It is the policy of the Firm that employment decisions shall be based on merit, qualifications and competence. Employment practices will not be influenced or affected by virtue of a person’s race (including traits associated with race, including hair texture and protective hairstyles such as afros, braids, locks, and twists), religion, creed, color, national origin, ancestry, citizenship, physical disability, mental disability, medical condition, genetic information, marital status, sex, pregnancy, childbirth, breastfeeding, gender, parental status, gender identity, gender expression, sexual orientation, age, familial status, domestic violence victim status, military and veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy governs all aspects of employment including, without limitation, recruiting, hiring, compensation, benefits, promotion, assignment, and dismissal.