IT Incident Manager
Company: Cennox
Location: Alpharetta
Posted on: April 1, 2026
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Job Description:
Position Summary: The IT Incident Manager is responsible for the
end-to-end coordination and management of all incoming support
requests across the organization’s IT tracking systems. This role
ensures incidents are properly triaged, prioritized, assigned, and
resolved within agreed SLAs. The ideal candidate is a
detail-oriented leader with strong analytical skills who can
evaluate severity, ROI, and completeness of requests and
collaborate across multiple IT functions—including traditional IT
support, software development, and ERP configuration/support.
Duties and Responsibilities: Monitor and triage all incoming
support requests logged in various IT tracking systems (e.g.,
Freshservice, custom issue log, direct requests from stakeholders).
Validate request completeness and ensure all required details are
captured. Assess each incident for severity, business impact, and
completeness. Determine appropriate priority based on facts
provided in the incident. Identify incidents vs. enhancements and
route accordingly. Assign incidents to the proper resource or team
(IT Support, 3 rd Party Partners, ERP/Business Applications).
Confirm resolution quality, validate with requestors, and keep
incident tracking systems clean by closing tickets. Analyze
incident trends, root causes, and recurring issues; propose problem
management initiatives. Partner with teams to improve incident
prevention, monitoring, alerting, and automation. Work across all
areas of IT: traditional IT support (end-user, infrastructure),
software development (applications, integrations), and ERP
configuration/support. Collaborate with Product Owners and Business
Analysts to align incident handling with business priorities.
Skills and Requirements: 3–5 years of experience in Incident
Management or Service Desk. Strong understanding of ITIL concepts
(Incident, Problem, Change, SLA, Priority/Urgency, CMDB). Proven
ability to assess severity, business impact, and ROI to prioritize
effectively. Excellent communication skills with the ability to
coordinate across technical and non-technical stakeholders. Strong
organizational skills and attention to detail; comfortable managing
multiple concurrent incidents.
Keywords: Cennox, Sandy Springs , IT Incident Manager, IT / Software / Systems , Alpharetta, Georgia
