Network Support & Incident Manager - Systems Integrator

Are you looking for an exciting new opportunity? Join a leading provider of cloud and managed services with a strong track record of delivering communications, collaboration, and contact centre solutions to some of the most secure and commercially driven organisations in the UK. Established in 2005, this award-winning company has achieved consistent year-on-year growth for over 15 years and has been recognised among the top-performing privately owned tech firms in the UK and Europe. Ranked 38th among the best technology firms to work for nationwide and listed in the top 100 companies to work for in the North West. With 21+ industry awards, five locations, and 80,000 cloud users, they are internationally recognised as a market leader in delivering Avaya in the cloud.

The company is seeking for a Network Support & Incident Manager to join the team. Ready to take your expertise to the next level? Get in touch today!

Responsibilities:

• Oversee incident management, major incidents, problem resolution, and change control.
• Lead a first-line technical support team, ensuring SLAs and service quality targets are met.
• Own and improve Major Incident and Change Management processes.
• Provide regular reporting on performance, risks, and service improvements.
• Collaborate with suppliers, customers, and internal teams to enhance service delivery.
• Develop a Tier 1 technical team, enabling them to support voice, cloud, and infrastructure.
• Conduct team management activities, including training, performance reviews, and career development.

Skills / Must Have:

• ITIL Foundation certification (or equivalent experience).
• Strong knowledge of ITIL processes (Incident, Major Incident, Problem & Change Management).
• Excellent customer service, leadership, and communication skills.
• Experience with service reporting, SLA tracking, and process improvement.
• Familiarity with network, cloud, and infrastructure technologies.

Nice to Have:

• Experience with CX-One, Avaya, and IT security.
• Familiarity with Salesforce and Microsoft applications.

Benefits:

• Hybrid working model (Manchester-based, three days in-office).
• Competitive salary up to £60,000.
• Ongoing training and professional development opportunities.
• Pension, private healthcare, and additional benefits.

Salary:

• Up to £60,000, depending on experience.