Lead IT Incident Manager

ABOUT OPENLOOP

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

ABOUT THE ROLE

OpenLoop is looking for an IT Incident Manager to join our team remotely or at HQ in Des Moines, IA. In this role, you will be acting as the incident commander, holds the responsibility of managing the organization’s incident response, which includes communication to the stakeholders, coordinating with relevant teams for incident resolution and acting with urgency.

WHAT YOU’LL DO:

• Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com

• Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages.

• Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations).

• Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability.

• Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.

WHO YOU ARE:

• Bachelor’s degree in IS, Computer Science, or equivalent. 5+ years leading enterprise applications or business systems; 3+ years in a Stakeholder Management role

• Deep understanding of ITIL frameworks; proven ability to manage incidents in high-growth, complex technical environments.

• Strong hands-on experience with the Atlassian ecosystem (JIRA/Confluence) and modern PM platforms (monday.com)

• Exceptional ability to synthesize complex technical failures into business-impacting trade-offs for executive leadership.

• Proven track record in managing global, distributed teams and executing large-scale system integrations (M&A focus).

• Calm under pressure, critical thinker, and effective at cross-functional stakeholder management.

• Experience with technology integrations (Okta tenant provisioning, system migrations) and the ability to scale incident management processes as the organization doubles its patient count

OUR BENEFITS

In addition, for salaried positions you would also be eligible for:

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more

OUR COMPANY

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.