Technical/IT Incident Manager

We are open to this role working remotely in the United States, however candidates local to the Salt Lake Metro with the ability to come into the office as needed are preferred.
Job Summary
As an Incident Manager, you will drive rapid incident resolution, ensuring minimal business disruption and maintaining service excellence. You will lead high-impact response efforts, coordinate across teams, and drive root cause analysis to strengthen system resilience and operational efficiency.
This role is perfect for someone who thrives in fast-paced environments, enjoys problem-solving, and wants to make a tangible impact on business continuity within HS1.  If you're passionate about ensuring seamless IT operations and driving continuous improvement, this is the role for you.
What You Will Do

• Lead & Own Incident Response: Take command of incident management bridge calls and chats, orchestrating response efforts across support, development, infrastructure, and business teams—escalating when necessary to senior leadership
• Enhance Incident Management Processes: Continuously refine workflows to minimize downtime, optimize service availability, and improve response efficiency
• Primary Escalation Point: Act as the central liaison during incidents, ensuring seamless communication between IT teams, vendors, and business stakeholders
• Drive Post-Incident Analysis: Conduct detailed reviews to uncover root causes, implement preventive measures, and reduce recurring issues
• Maintain Clear Documentation: Keep thorough records of incidents, resolutions, and lessons learned, providing valuable insights for future improvements
• Collaborate Across Departments: Work closely with support, helpdesk, and development teams to analyze recurring incidents and proactively enhance system stability
• Ensure Stakeholder Communication: Provide timely updates and manage expectations for key stakeholders during critical incidents
• Analyze Trends & Generate Reports: Monitor incident patterns, delivering insights and recommendations to leadership on service performance and improvement areas
• Mentor & Guide Teams: Train and empower support teams in best practices for effective incident resolution

Travel/Physical Demands

• Travel typically less than 10%
• Office environment with no special physical demands required

Qualifications
What You Will Have

• ITIL Expertise: Expertise in ITIL framework and best practices in IT service management
• Incident Tracking & ITSM Tools: Hands-on experience with platforms like Jira Service Management, Splunk, Dynatrace, New Relic, Nagios, or similar tools
• Cloud & Infrastructure Knowledge: Familiarity with enterprise IT environments, cloud services, and infrastructure management, with some hands on experience
• Change Management: Knowledge of best practices for managing IT changes efficiently
• 2 – 5+ years of progressively increasing responsibility in IT Operations, Technical Support (Level 2 or higher), Incident Management or a related professional experience
• Exceptional communication, multi-tasking, and conflict resolution skills
• Ability to build strong partnerships across all levels and departments within HS1
• Ability to analyze, solve complex problems, and make quick decisions under pressure

Nice to Haves

• Bachelor’s Degree in Information Systems, Computer Science or a related field
• Exposure to Windows/Linux environments, SQL, Active Directory, and scripting
• Certifications: ITIL Foundation, PMP or relevant technical certifications

The posted range for this position is $98,000 - $120,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.
What you get as a Henry Schein One Employee

• A great place to work with fantastic people
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• Competitive compensation
• Excellent benefits package – Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more

About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.  
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people.
In 2022, Henry Schein One was named one of Best Companies to Work for in Utah. Click here for more information: 2022 Best Companies to Work For | Henry Schein One
Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.