Major Incident Manager

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.