New

Critical Incident Manager

TEKsystems
$30.00 - $35.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, Irving
Apr 22, 2026
Description Typical Day in the Role * Purpose of the Team: The team serves as Critical Situation Managers, supporting our client's premier and hightier customers by managing severity1 incidents and ensuring a highquality customer support experience during the most critical issues. * Key Projects / Work: This role will contribute to triaging severity1 cases, reviewing longrunning cases to determine next actions, and actively managing assigned critical customer situations, including communications, coordination, and progress tracking through resolution. Approximately 50% triage/review and 50% active incident management. Candidate Requirements * Disqualifiers: Candidates who do not meet the core requirements, lack experience working with Microsoft products/terminology, or demonstrate reliability concerns (e.g., lateness, unresponsiveness, absenteeism) will not be eligible for the role. * Best vs. Average Resume Guidance: An ideal candidate will demonstrate: - Seniorlevel customer service experience (enterprise or highseverity support) - Strong familiarity with Microsoft products and terminology - Proven ability to selfmanage, communicate clearly, and operate reliably within a defined shift - Background in technical or support environments, even though the role itself is nontechnical Hard Skills Assessments * Expected Dates Assessments Will Be Scheduled: Interviews and assessments are expected to begin the week of April 20, following the sponsor's return from PTO. Delegate will be reviewing candidates in the meantime. * Hard Skills Assessment Process: Assessments will be conducted via Microsoft Teams (no video). The process includes a live discussion followed by a written communication exercise in which the candidate reviews a document and provides an executivestyle summary. * Required Candidate Preparation: No preparation is required prior to the interview. The written exercise will be provided after the initial conversation and completed same day, if applicable. With over 17,000 employees worldwide, the Advocacy & Customer Trust (ACT) organization is responsible for the strategy, design, and implementation of end-to-end customer experience. Come join ACT and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. The Critical Situation Management Escalation Team (CMET) is part of ACT. In CMET we aspire to earn our customers' trust and loyalty by swiftly mitigating the business impact of their most critical support issues. These are our client's highest priority Unified customers, including customers from government, military, and Fortune 500 companies. CMET supports escalations for the most critical issues within the entire technology ecosystem. Our escalation programs are constantly evolving as we support our customers' most complex and business critical applications and solutions. CMET is actively looking to hire a Critical Situation Escalation Manager to join our team. The ideal candidate will be a citizen of the United States with a valid US passport. The primary focus is to meet customer needs by effectively coordinating internal and external resources, managing communication across all parties involved in a Critical Situation (CritSit), identifying and addressing internal failings, and driving positive change. CMET provides 24x7 coverage, 365 days a year. Given the nature of the business, this position does require flexibility to work outside of standard business hours, possibly including off-business hours, weekends, and all holidays. This role is flexible in that you can work 100% from home. Our client's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities: * Address high priority customer escalation needs for critical and high-visibility problems impacting the client's strategic Unified customers and Partners. * Participate in 24x7 coverage schedule to provide timely, reliable and high-quality response to complex customer escalations. * Provide mentor assistance to organizations outside of CMET regarding the CritSit process when required to ensure successful execution. * Positively impact customer satisfaction by: * Managing Unified Customers' and Partners' CritSits to ensure the CritSit process is being followed, and any need of escalation is addressed * Delivering a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active CritSits * Expanding internal visibility of Unified customers' CritSits by managing complex, mission critical, and/or politically charged situations, including Enterprise accounts and Partners * Identifying systemic issues and flagging process breakdowns during the execution of the CritSit process * Stepping up to take on challenges by acting as Crisis Manager in catastrophic impact situations * Pursuing proactive actions to help prevent future issues * Leading projects and work groups to improve process and tools * Establishing and maintaining relationships * Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible * Actively participating on project initiatives owned by CMET * Providing CritSit reporting to allow businesses to make better decisions Required/Minimum Qualifications: * United States citizenship, with an active and valid US passport * 7 years technology industry, customer service, or related experience - OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience - OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience - OR equivalent experience * Ability to work non-standard hours, weekends and public holidays is required Additional or Preferred Qualifications: * 7 years technology industry, customer service, or related experience - OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience - OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience - OR equivalent experience * Experience working with Microsoft products and services * Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals) * ITIL and PMP certification is desirable Skills Support, Incident management, Customer Support, Customer Service Top Skills Details Support,Incident management,Customer Support,Customer Service Additional Skills & Qualifications Excellent communication & Customer Service Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Irving, TX. Pay and BenefitsThe pay range for this position is $30.00 - $35.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 23, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.