Lead Incident Manager

At ESS our motto is, “Every day counts!” We take opportunities every day to grow and better our company as well as our employees.

Overview: The Incident Management Department Lead is responsible for overseeing the daily operations of all ESS Regions. The Department Lead will work closely with Incident processors for all regions, all ESS departments and senior management to support overall departmental goals.

Key Responsibilities:

• Audit incident reports, ensuring proper communication, follow up, and documentation is available. (10% of total reports submitted and processed.)
• Verifies all reports submitted by 5PM local time have been processed.
• Ensure Department Processing standards are being met by each IM.
• Review Zendesk calls and communication ensuring company standards are met and maintained.
• Manage the incidents@ess.com inbox to ensure swift and consistent communication with local ESS teams.
• Handle escalated incident communications.
• Offer support to all regions as a fill in when IMs are out of office.
• Quarterly reporting identifying key issues, ways to improve, and feedback for each IM.
• Schedule quarterly 1:1’s with each IM to discuss metrics, processing opportunities and strengths.
• Ensure compliance with company policies and procedures.
• Provide training and development opportunities for team members.
• Conduct bi-weekly team meeting
• Regular check in’s with Senior Manager to discuss department opportunities, what is going well, and present solutions for ongoing concerns.

 QUALIFICATIONS & EXPERIENCE:

• Excellent interpersonal and communication skills.
• Experience working in a fast-paced environment.
• Relevant experience in HR pertaining to policies, employment laws, and compliance issues.
• Strong problem-solving and conflict resolution abilities.
• High ethical standards and integrity, including confidentiality.
• Ability to remain calm under pressure.
• Strong organizational and documentation skills.
• Background in high volume customer service.

 ESS ADVANTAGES:

• Health insurance (medical, dental, vision, STD/LTD)
• 401(k)
• Nine paid holidays
• PTO
• Sick time
• Opportunity for growth

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 25 pounds.
• While performing the duties of this job, the employee regularly stands, walks, sits, uses hands to finger, handle, or feel, reaches with hands and arms, talk or hear.

VISION REQUIREMENTS - Close vision (clear vision at 20 inches or less) to work on the computer.

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic.)

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons, with or without notice.  The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.