Incident and Problem Manager

Job not on LinkedIn

🕒 December 31, 2025

🏄 California – Remote

🏄 California – Remote

💵 $45 - $52 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 Description

• Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

🎯 Requirements

• 3+ years in an IT support or service management leadership role (MSP experience highly preferred). • Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments. • Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting. • Proven ability to lead distributed/remote teams effectively. • Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings. • Experience with ITSM tools and incident/problem management processes. • Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager). • Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V). • Ability to coordinate effectively with after-hours and overnight teams. • **Preferred:** • ITIL certification or equivalent process knowledge. • Experience managing cross-time-zone teams and facilitating virtual collaboration. • Familiarity with MSP performance metrics, SLA reporting, and continual service improvement. • Knowledge of compliance frameworks (ISO 27001, PCI, SOC2). • Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).