Network Support & Incident Manager -- System Integrtor

We are looking for a Network Support & Incident Manager to lead a first-line support team responsible for incident resolution, service requests, problem management, and change control. This hybrid role, based in Manchester (minimum three days on-site), involves overseeing network operations, ensuring SLAs are met, managing major incidents, and driving continuous service improvements. The ideal candidate will have experience in ITIL processes, network support, and team leadership.

This is a great opportunity where you will get to lead a 24/7 service operations team in a growing organisation (whilst still working normal hours 9-5.30), have the opportunity to drive process improvements and service excellence and will be offered a competitive salary with strong career progression.

If you are interested in this role, 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.

Salary & 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.