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 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 critical thinking skills
- Effective communication and collaboration abilities
- Experience with ITIL® 4 and ServiceNow ITSM
- Knowledge of CMDB / CSDM concepts
Benefits
K&L Gates offers a comprehensive suite of benefits designed to support the health, wellness, and financial security of our personnel. These benefits include:
- Medical/Prescription Drug Coverage
- Dental Insurance
- Vision Insurance
- Wellness Program
- Pre-tax Commuting Benefits
- 401(k) Retirement Plan and Profit Sharing
- Short- and Long-term Disability Protection
- 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
- Employee Assistance Program
- Professional Development and CLE Credit Opportunities
- 529 Deductions
- Relocation Accident Insurance
- Employee Referral Program
- Critical Illness Insurance
- Hybrid/Remote Work Opportunities
- Technology, Entertainment, and Travel Discount Programs
- Bereavement Leave
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
Notice
We participate in E-Verify in certain Firm locations for purposes of verifying employment eligibility. Please be advised that this position requires successful completion of a background check. In accordance with the Washington State Fair Chance Act, Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, the California Fair Chance Act, and applicable law qualified California and Washington State applicants with criminal history records will be considered. A criminal history will not categorically exclude a candidate from employment, and the Firm will consider relevant factors before making employment decisions based on criminal history information. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.