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- Tasks: Lead a support team to resolve incidents and improve service quality.
- Company: Dynamic system integrator based in Manchester with a focus on innovation.
- Benefits: Competitive salary, hybrid working, ongoing training, and private healthcare.
- Why this job: Join a growing organisation and make a real impact in network operations.
- Qualifications: ITIL knowledge, leadership skills, and experience in network support.
- Other info: Great career progression opportunities in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
Network Support & Incident Manager - System Integrtor employer: Hamilton Barnes Associates Limited
Contact Detail:
Hamilton Barnes Associates Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Network Support & Incident Manager - System Integrtor
✨Tip Number 1
Network with industry professionals! Attend local meetups or online webinars related to network support and incident management. This way, we can get our name out there and potentially find opportunities through connections.
✨Tip Number 2
Prepare for interviews by practising common questions related to ITIL processes and team leadership. We should also be ready to discuss our experiences with incident management and service improvements, as these are key for the role.
✨Tip Number 3
Showcase our skills on platforms like LinkedIn. We can share insights about network operations and service excellence, which will help us stand out to potential employers looking for a Network Support & Incident Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep an eye on new openings and updates directly from the source.
We think you need these skills to ace Network Support & Incident Manager - System Integrtor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience with ITIL processes and network support, as these are key for us. Use specific examples that showcase your leadership skills and how you've met SLAs in previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you're passionate about this role and how you can contribute to our team. Mention any relevant experiences that align with incident management and service improvements, and don’t forget to show a bit of your personality!
Showcase Your Problem-Solving Skills: In your application, give us a glimpse of how you handle major incidents and problem resolution. Share a story where you successfully managed a crisis or improved a process. We love seeing candidates who can think on their feet and drive continuous service improvements.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy – just follow the prompts and you’re good to go!
How to prepare for a job interview at Hamilton Barnes Associates Limited
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL processes, make sure you brush up on your knowledge of Incident, Major Incident, Problem, and Change Management. Be ready to discuss how you've applied these principles in past roles and how they can improve service delivery.
✨Showcase Your Leadership Skills
As a Network Support & Incident Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on training, performance reviews, and career development. Highlight any specific achievements that demonstrate your leadership style.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to incident management and service improvement. Think through potential scenarios and how you would handle them, especially regarding major incidents and ensuring SLAs are met.
✨Familiarise Yourself with Relevant Technologies
While the job mentions familiarity with network, cloud, and infrastructure technologies, it’s also beneficial to know about CX-One, Avaya, Salesforce, and Microsoft applications. Research these tools and be prepared to discuss how they relate to the role and your experience.
