IT Incident Service Manager (Perm) Jobs in Woodlawn Park OK | IT Support,IT Infrastructure,Healthcare IT Job Recruiters

IT Incident Service Manager (Perm)

Woodlawn Park, OK | Fully Remote

Posted: 01/27/23 Category: Healthcare IT, IT Infrastructure, IT Support Job Number: 19166

Job Description

Position: IT Incident Service Manager
Location: Dallas, OK - Hybrid remote/onsite
Job Type: Direct Hire

General Description:
The IT Service Management-Incident is responsible for overall coordination of the incident management process, to include major incidents, ensuring the restoration and availability of critical our client' s IT services.
Essential Responsibilities:
Responsibilities listed in this section are core to the position.  Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. 
  • Development, refinement, and maintenance of the ITIL based incident management process and tools
  • Planning and managing the continued enablement of Incident Management processes on company supporting systems
  • Ensuring the complete logging, prioritization, response and tracking of all IT service interruptions
  • Coordinating interfaces between incident management and our client' s other service management processes
  • Driving the efficiency and effectiveness of the incident management process
  • Producing management escalation and performance information
  • Monitoring the effectiveness of incident management across company  IT and making recommendations for improvement
  • Identification and management of Major Incidents affecting critical company services or impacting patient safety
  • Coordinating the effective incident responses and resolutions with all company  IT technology teams and resources
  • Coordinating incident response and resolution with copmany providers and/or vendors
  • Serve as IT point of contact for escalation of service interruptions
  • Publication of reported issues initiation, update, and resolution

General Responsibilities:
  • Performs other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree in information technology or related field required.
  • An equivalent amount of education or experience may be substituted for minimum educational requirements

  • Eight (8) years of experience working in IT service management required.
  • Experience in management and reporting of incidents on a ServiceNow platform required.
  • Experience in managing incidents within a hospital/healthcare environment preferred.

Licensure/Certifications/Registrations Required: 
  • ITIL Foundations Certification in ITIL v3 or ITIL4 or ITIL Incident Management Practitioner of ITIL Specialist required or ability to obtain within 36 months of hire date.

Knowledge, Skills and Abilities:  
  • Knowledge of the implementation and maintenance of ITIL processes
  • Ability to shift priorities and manage change with a positive outcome
  • Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others
  • Strong problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills
  • Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
  • Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation
  • High attention to detail, outstanding organizational skills and the ability to manage time effectively
  • Position also requires the ability to work under pressure to meet strict deadlines, effectively prioritize multiple tasks
  • Recognize confidential, sensitive, and proprietary information and maintain such information as confidential


Queen Consulting Group is an equal opportunity employer. Our goal is to promote an environment that helps our employees and clients appreciate the benefits that diversity provides.

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Kristin Murphy
Senior Technical Recruiter

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