Service Delivery Incident Manager

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

• Lead and mentor a team of IT support engineers
• Conduct 1-on-1s, manage performance, and nurture talent
• Foster a culture of collaboration and accountability

• Manage the entire lifecycle of incidents, from detection to resolution
• Prioritize and resolve critical and high-priority tickets promptly
• Oversee triage processes and maintain best practices in incident and problem management

• Act as the escalation point for customer issues
• Manage client expectations and ensure timely resolutions within SLTs
• Build long-term relationships with clients through consistent communication

• Implement KPIs and dashboards to track team and service performance
• Identify opportunities to improve support processes and documentation
• Participate in process reviews and continuous improvement initiatives

• Provide hands-on support for complex technical issues
• Collaborate with cross-functional teams to ensure seamless service delivery
• Stay updated on emerging IT trends and tools

• Strong understanding of IT support, networking, hardware, and SaaS platforms
• Excellent written and verbal communication skills
• Analytical thinker with problem-solving ability
• Experience with ITSM tools (ConnectWise preferred)
• Ability to manage shifting priorities and multitask
• Knowledge of ITIL practices (Certification preferred)
• Experience in a Managed Services Provider (MSP) environment is a big plus

• Bachelor's degree in IT, Computer Science, or related field
• 3-5 years of IT support experience (2+ years in team leadership roles) 
• Experience managing distributed teams remotely

• Work Model: Fully Remote (must be available during US EST hours)
• Working Hours: 40 hours/week (occasional overtime & on-call rotation)
• Travel: Less than 10% (occasionally, if needed)

• Be part of a global technology innovator
• Work in a flexible and collaborative environment
• Opportunity to drive meaningful change in service delivery

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