Job DescriptionThe 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, Enterprice 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.
BENEFITSK&L Gates offers our personnel a comprehensive suite of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time personnel include:
- Medical/Prescription Drug Coverage (including a Health Savings Account feature)
- Back-up Child/Elder Care and access to a caregiving concierge
- Pre-tax Commuting Benefits
- 401(k) Retirement Plan and Profit Sharing
- Business Travel Accident Insurance
- Short- and Long-term Disability Protection
- Life Insurance (including Basic, Supplemental, Spouse, Child, and Accidental Death and Dismemberment)
- 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
- 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
- Employee Referral Program
- Critical Illness Insurance
- Hybrid/Remote Work Opportunities
- Hospital Indemnity Insurance
- Perks including: Technology, Entertainment, and Travel Discount Programs
- All other benefits (such as leaves of absence) required by law
