Incident Manager

We’re hiring an Incident Manager to join a high-profile team delivering face-to-face IT support. We’re looking for an Incident Manager to join a high-profile team delivering face-to-face IT support in a collaborative and people-focused environment. This is a great opportunity to work closely with senior stakeholders and make a real impact by helping colleagues resolve technical issues quickly and effectively.

You’ll be part of a small, dedicated Tech Bar team that serves as the first point of contact for IT support. Your role will be to ensure incidents are resolved or escalated efficiently, while maintaining a high standard of service and care.

This roles requires you to be on client site in London 5 days per week.

If you are successfully offered this position, you will go through a series of pre-employment checks, including:  identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Be the first point of contact for IT support queries, helping a wide range of users resolve or escalate technical issues in a friendly and professional manner.
• Provide excellent customer service and manage expectations with empathy and clarity, even during busy periods.
• Triage, resolve, or escalate incidents to managed service providers as needed.
• Track and manage support tickets through to resolution using internal systems.
• Collaborate with internal teams and external service providers to ensure seamless support.

Your skills and experience

• Strong communication and interpersonal skills, with a passion for helping others.
• Solid knowledge of Windows, Microsoft Office, and common business applications, along with experience in troubleshooting.
• Ability to manage your time effectively, prioritise tasks, and work independently when needed.
• A flexible and solutions-focused mindset, with the ability to adapt to changing needs.