IT Incident Mgmt Lead

Overview Job Description. At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place. Position The IT Incident Management Lead is accountable for the Incident Management practice at K&L Gates LLP. This role ensures rapid restoration of IT services with minimal disruption to client work, court deadlines, and firm operations. The role leads and coordinates response to all incidents, particularly Major Incidents, across the firm’s 24x7 global IT environment, and is explicitly aligned to ITIL® 4 and ServiceNow ITSM. Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred. Key Relationships Director, Enterprise Operations / Director, Global Support Services, Global Service Desk and Deskside Support teams, Application, Infrastructure, Network, Cloud, and EUC teams, Information Security, Risk, and Privacy teams, Knowledge Management and Practice Support, Vendors and managed service providers, Firm leadership and business stakeholders Essential Duties 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 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 Additional Duties 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 Compensation Salary $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. About The Firm K&L Gates is a fully integrated global law firm with lawyers located across five continents in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world. The industry recognition the firm has garnered emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals. For more information or to view other job opportunities, please click here to go back to our careers page. Notice: We participate in E-Verify in certain Firm locations for purposes of verifying employment eligibility. 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. Benefits Medical/Prescription Drug Coverage (including a Health Savings Account feature) Back-up Child/Elder Care and access to a caregiving concierge Dental Insurance Wellness Program Vision Insurance 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 Employees also may be eligible to receive bonuses and certain expense reimbursements 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 All other benefits (such as leaves of absence) required by law 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, 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, military and veteran status, or any other characteristic protected by applicable federal, state, or local law. The Firm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please contact View email address on click.appcast.io. #J-18808-Ljbffr K&L Gates