Major Incident Manager

Company: McLane Company
Location: Heidenheimer
Posted on: January 20, 2026

Job Description:

Take your career further with McLane! McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America’s most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide. Manage critical technology incidents, ensuring swift resolution, and continuously improve service desk ticketing system through automation and process enhancements. This is a hybrid position which will require the candidate to report and work from the office three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX. Benefits you can count on: Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance. Paid holidays, earn vacation time, and sick leave accrual from day one. 401(k) Profit Sharing Plan after 90 days. Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more! What you’ll do as a Major Incident Manager: Lead the response to critical technology incidents, ensuring timely resolution and minimal business impact. Establish communication channels and coordinate with various teams to manage incident response effectively. Identify opportunities for automation within the service desk ticketing system to enhance efficiency and reduce manual effort. Conduct thorough investigations for the root cause of incidents and implement preventive measures and report out to the stakeholders. Maintain detailed records of incidents, actions taken, and outcomes to support continuous improvement. Train team members on incident management best practices and the use of automated tools. Provide regular updates to stakeholders on incident status and resolution efforts. Work with internal technology teams to identify support needs for project deployment and rollout. Analyze project needs, expectations, and goals to develop ongoing support procedures. Other duties may be assigned. Qualifications you’ll bring as a Major Incident Manager: Bachelor’s degree in computer science, information technology or related field preferred. Five or more years of experience with service desk ticketing systems and automation tools. Proven experience in incident management or a similar role. Experience across on-prem and Software as a Service (SaaS) applications and infrastructure preferred. Experience with remote support and troubleshooting of automated conveyor systems preferred. Knowledge of monitoring and alerting tools including Dynatrace, SolarWinds, and Splunk preferred. Strong understanding of IT service management (ITSM) principles. Experience with ITIL (IT Infrastructure Library) framework; V2 certification or above preferred. Excellent problem-solving and decision-making skills. Strong communication and leadership abilities. Ability to work under pressure and manage multiple priorities. Fit the following? We want you here! Teamwork oriented Organized Problem solver Detailed Working Conditions: Office environment. Hybrid. Our roadmap. Our story. We’ve been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130 years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture. Candidates may be subject to a background check and drug screen, in accordance with applicable laws. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Keywords: McLane Company, Waco , Major Incident Manager, IT / Software / Systems , Heidenheimer, Texas