We are working with a leading Managed Services Provider seeking a proactive individual to join their Operational Support Centre in Manchester.
This key hybrid position focuses on major incident management (60-70%) and team leadership (30-40%) - you will be pivotal in overseeing critical customer incidents, guiding a team of service desk engineers, and shaping the culture of an evolving service organisation.
Key Details:
Job Title: Major Incident Manager
Location: Manchester Office
Salary: Up to £40,000 (Dependent on Experience)
Set up: Hybrid - 3 days in the office
What's in it for you?
* Responsibility across major incidents that directly influence customer satisfaction
* Leadership and development opportunities to manage and mentor a growing team, shaping a team culture to your liking!
* Hybrid working model with 3 days per week based in a modern Manchester office, and 2 from home allowing for flexibility and a great work/life balance
* Continuous training to enhance both your technical and leadership skills, leading to stellar personal and professional development
* On-call rotation once every 4 weeks, with an impressively low call our rate – with a £250 bonus payment for each week, you will boost your total annual earnings by £3,300.
Key Responsibilities:
Incident management:
* Act as the Major Incident Manager for all Priority 1 and Priority 2 incidents, leading coordination of response
* Communicate clearly and confidently with customers, executives, and internal teams during major incidents.
* Refines the companies’ incident management processes – with autonomy to change and improve protocol
* Conduct post-incident reviews, analysing the root cause and driving a preventative solution.
Team leadership:
* Manage and support a team of 1st first-line engineers within the 24/7 operational support centre.
* Hold regular one-to-ones and performance reviews with your team, driving service quality and ticket management
* Identify training needs and implement development plans for continuous upskilling.
We are looking for candidates with:
* Previous Major Incident Management experience
* Excellent written and verbal communication skills to liaise between customers and the internal team
* Experience working within an MSP
Ready to lead the charge during critical incidents and mentor a talented support team?
Apply Now! We will be in contact to discuss this leadership opportunity further.