IT Incident Mgmt Lead

IT Incident Mgmt Lead

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, leading and coordinating response to all incidents—particularly Major Incidents—across the firm’s 24x7 global IT environment, and is explicitly aligned to ITIL® 4 and Service Now ITSM.

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.

• 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 Service Now ITSM
• Facilitate Post‑Incident Reviews and drive corrective actions through Problem Management
• Ensure audit‑ready documentation and compliance with firm risk standards

• 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 Service Now 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.

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.

• Medical/Prescription Drug Coverage (including a Health Savings Account feature)
• Back‑up Child/Elder Care and access to a caregiving concierge
• Wellness Program
• Vision Insurance
• 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
• Employee Referral Program
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Perks including:
  Technology, Entertainment, and Travel Discount Programs
• All other benefits (such as leaves of absence) required by law

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 (including traits associated with race, including hair texture and protective hairstyles such as afros, braids,…