IT Service Desk Incident Controller

Virtual Technologies Group-posted 11 days ago
$70,000 - $90,000/Yr
Full-time • Mid Level
Manchester, NH
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Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world. The IT Service Desk Incident Controller is the designated command role responsible for leading the Service Desk's response to all Major Incidents affecting the higher education university community, especially during after-hours and weekend coverage. This role focuses on minimizing service disruption by efficiently coordinating resources, managing communication across all stakeholders, and driving the Incident Management process from initial detection through to resolution and comprehensive documentation, ensuring compliance with ITIL best practices.

  • Major Incident Management (MIM) Command and Control: Serve as the single point of control for the life cycle of a Major Incident, leading and chairing the Major Incident bridge/calls, and driving technical teams toward resolution.
  • Identification and Declaration: Apply strict criteria to quickly identify, assess, and officially declare a Major Incident, ensuring immediate mobilization of necessary resources.
  • Communication: Own all incident communication, providing timely, clear, and audience-appropriate updates to stakeholders, including higher education university leadership, IT teams, and the Service Desk leadership.
  • Escalation: Manage the entire escalation process, ensuring issues are appropriately escalated based on impact and urgency, and maintaining continuous engagement until services are restored.
  • Documentation: Ensure all Major Incident records are meticulously updated in the ITSM tool, including timelines, actions taken, and status changes, for post-incident review.
  • Act as the primary Service Desk authority and decision-maker for after-hours and weekend operations, providing necessary sign-offs and approvals for work and changes during off-peak times.
  • Oversee the handover process between shifts, ensuring continuity of incident knowledge and operational status.
  • Provide direction and support to after-hours Service Desk Analysts, coaching them on initial incident triage and escalation procedures.
  • Coordinate and lead post-incident reviews (PIRs) for all Major Incidents, facilitating a collaborative discussion to identify Root Cause and action items for problem prevention.
  • Work with the Problem Management and Knowledge Management teams to ensure identified problems are logged and service recovery steps are documented in the Knowledge Base.
  • Track and follow up on all post-incident action items to ensure timely completion.
  • Bachelor's degree in a technical or business-related field, or equivalent experience.
  • Minimum of 4+ years of progressive experience in IT Operations, with at least 2 years specifically in a dedicated Major Incident Management (MIM) or Incident Controller role.
  • ITIL Expert or ITIL 4 Managing Professional certification required.
  • Proven experience managing mission-critical incidents under high pressure, especially in an after-hours capacity.
  • Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.
  • Crisis Leadership: Exceptional command presence and the ability to maintain calm, focus, and drive decision-making during high-stress, high-impact events.
  • Communication: Superior verbal and written communication skills, with the ability to convey complex technical information clearly and concisely to non-technical, executive audiences.
  • Process Driven: Deep, practical expertise in ITIL Incident, Problem, and Change Management processes.
  • Technical Fluency: Broad technical knowledge across common enterprise domains (network, server, applications, cloud) to understand incident impact and direct the right technical resources.
  • Availability: Must be available to work flexible hours, including on-call rotation, to cover major incidents during after-hours and weekends.
  • VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.
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