IT Incident Management Lead

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

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. 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 Service Now 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.

• Director, Enterprice Operations
• Director, Global Support Services
• Global Service Desk and Deskside Support teams
• Application
• Infrastructure
• Network
• Cloud
• EUC teams
• Information Security
• Risk & 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.

K&L Gates is a fully integrated global law firm with lawyers located across five continents in more than 40 offices. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world.

The industry recognition the firm has garnered emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals.