What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Lead and coach a team of IT analysts to ensure high performance and professional development.
• Oversee phone queue and trouble tickets, including assignment, prioritization, escalation, and resolution.
• Manage alerts, monitoring duties, and escalation of incidents.
• Foster a team culture of excellent customer service, creative problem-solving, and proactive communication.
• Lead the Incident Response Team (IRT) to ensure rapid and coordinated responses to IT incidents and critical system outages.
• Drive the investigation and resolution of incidents, collaborating with cross-functional teams.
• Act as the primary contact for incident escalations, providing regular updates to senior leadership and stakeholders.
• Maintain documentation of all incidents, including timelines, actions taken, and outcomes.
• Ensure team adherence to support, monitoring, and escalation processes.
• Track team performance using metrics and reporting tools.
• Promote knowledge sharing and documentation of relevant IT support information.
• Perform other duties as assigned while ensuring compliance with all policies and standards.

Who are we looking for?

• 2-3 years of experience in IT operations, incident management, or cybersecurity
• At least 1 year of leadership experience, including managing direct reports and providing feedback
• Excellent communication skills