IT Incident Manager

Shape what’s next in dental technology. Join Henry Schein One! Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated. We are seeking an experienced and forward-thinking Infrastructure Manager to lead the strategy, delivery, reliability, and continuous improvement of enterprise infrastructure platforms. This role is responsible for overseeing infrastructure engineering teams, driving operational excellence, enabling secure and scalable technology solutions, and ensuring technology investments support business objectives. As an Incident Manager, you will drive rapid incident resolution, minimize business disruption, and uphold 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 a fast-paced environment, enjoys problem-solving, and wants to make a tangible impact on business continuity within HS1. If you are passionate about ensuring seamless IT operations and driving continuous improvement, this is the role for you. This position is remote within the United States with up to 10% travel as needed. This position is not eligible for employment-based visa sponsorship. To be considered, candidates must be authorized to work in the United States for Henry Schein One without the need for current or future employer sponsorship. What You Will Do Lead Incidents: Take command of incident bridge calls and chats, orchestrating response efforts across support, development, infrastructure, and business teams, and escalating to senior leadership when necessary Proactively Manage Risk: Coordinate teams to address hazardous conditions, such as loss of redundancy or potential widespread outages, before they become customer-impacting incidents Primary Escalation Point: Act as the central liaison during incidents, ensuring seamless communication between IT teams, vendors, and business stakeholders Stakeholder Communication: Provide timely, clear updates in business language and manage expectations for leadership, support, and other key stakeholders during critical incidents Maintain Clear Documentation: Capture real-time timelines, decisions, and actions, and produce accurate impact statements, situation reports, and post-incident summaries that provide valuable insight for future improvements Drive Post-Incident Analysis: Lead reviews that uncover root causes, ensure ownership and timely documentation of root cause, track follow-up actions to completion, and reduce recurring issues Analyze Trends & Generate Reports: Monitor incident patterns and deliver insights and recommendations to leadership on service performance, reliability, and improvement areas Support Incident Management Improvements: Contribute recommendations for workflow, template, and tooling improvements that help reduce downtime, support service availability, and enhance response efficiency Collaborate Across Departments: Work closely with support, helpdesk, and development teams to analyze recurring incidents and proactively improve system stability Mentor & Guide Teams: Train and empower support and engineering teams in best practices for effective incident response Leverage AI to Work Smarter: Use AI tools throughout the incident lifecycle, from documentation and communications to timeline analysis and trend reporting, while validating accuracy, protecting confidential data, and remaining accountable for final decisions and outcomes What We Are Looking For 5 or more years of increasing responsibility in IT Incident Management ITIL Expertise: Working knowledge of the ITIL framework and IT service management best practices Incident Tracking, ITSM & Observability Tools: Hands-on experience with platforms like Jira Service Management, Dynatrace, Splunk, New Relic, or similar tools Collaboration & Communication Tools: Comfort running incidents through tools like Microsoft Teams and Confluence 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 Exceptional communication, multi-tasking, and conflict resolution skills Ability to build strong partnerships across all levels and departments within HS1 Ability to analyze and solve complex problems and make quick decisions under pressure What Will Set You Apart Bachelor’s Degree in Information Systems, Computer Science, or a related field Exposure to Windows/Linux environments, SQL, Active Directory, and scripting Experience building or maintaining AI assets such as prompts, templates, or workflows that standardize operational documentation Certifications: ITIL Foundation, PMP, or relevant technical certifications The posted range for this position is $100,000 - $120,000, which is the expected starting 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’ll Gain as a #TeamSchein Member A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE! 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 Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.