ClearFuze Networks, Inc. ยท 3 hours ago
Incident and Problem Manager
United States
Full-time
Remote
Mid, Senior Level
$45/hr - $52/hr
3+ years expIronOrbit is a fully integrated Information & Communications Technology partner dedicated to helping businesses with their digital transformations. They are seeking an Incident and Problem Manager to ensure rapid incident resolution and effective problem management while driving continual improvement and maintaining exceptional service continuity.
ConsultingInformation ServicesInformation Technology
Responsibilities
Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment
Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones
Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs
Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions
Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts
Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption
Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager
Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams
Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction
Qualification
Required
3+ years in an IT support or service management leadership role (MSP experience highly preferred)
Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments
Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting
Proven ability to lead distributed/remote teams effectively
Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings
Experience with ITSM tools and incident/problem management processes
Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager)
Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V)
Ability to coordinate effectively with after-hours and overnight teams
Preferred
ITIL certification or equivalent process knowledge
Experience managing cross-time-zone teams and facilitating virtual collaboration
Familiarity with MSP performance metrics, SLA reporting, and continual service improvement
Knowledge of compliance frameworks (ISO 27001, PCI, SOC2)
Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP)
Company
ClearFuze Networks, Inc.
Whether you need employee onboarding support, stronger cybersecurity, or virtual CIO services, ClearFuze creates custom IT solutions that help growing businesses thrive in Los Angeles and beyond.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Magan LaFleur
Client Success Partner
Company data provided by crunchbase