Incident Manager

Xma; Nottingham; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Nottingham is seeking an Incident Manager to be the first point of contact for customers, resolving technical issues and ensuring a seamless support experience from start to finish.

You’ll work a 4 days on, 4 days off shift from 07:00 to 19:00, with benefits including Private Healthcare, Pension and 25 days holiday rising to 30.

Join a team focused on delivering outcomes, building trusted customer relationships and supporting IT services across the organisation.

Qualifications

• Strong customer service with a customer-first approach.
• Excellent verbal and written communication.
• Experience using ticketing systems.
• ITIL Foundation knowledge or certification.
• Experience in an ITSM environment.

Responsibilities

• Act as the first point of contact for incidents and requests.
• Log, manage and resolve tickets per SLAs.
• Own tickets and provide updates to customers.
• Troubleshoot hardware, software and end-user issues.
• Escalate major incidents and security concerns.
• Collaborate with IT teams to achieve outcomes.
• Support users with IT guidance and training.
• Follow ITIL-based service management processes.
• Maintain records in the service management platform.

Skills

Customer service

Communication

Troubleshooting

ITIL

Tools

Ticketing systems

Job description

Job title:Incident Manager
Location: Nottingham
Salary: £27,000 per annum
Shift pattern: 4 days on, 4 days off, working 07:00-19:00

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.

Passionate about technology and helping people? As an Incident Manager in Nottingham, where you'll be the first point of contact for customers, resolving technical issues and ensuring a seamless support experience from start to finish.

At XMA, our people are at the heart of everything we do. Together, we help organisations achieve more through technology while creating a workplace where people can grow, belong and do their best work. If you're looking for a role where your contribution matters, we'd love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems, delivering outcomes and building trusted customer relationships. Whether you're providing technical expertise, service management or operational support, you'll play an important role in helping our customers succeed.

Together, we turn ambition into achievement.

Please note that this role operates on a 4 days on, 4 days off shift pattern, working from 07:00 to 19:00.

What you’ll be doing:

• Acting as the first point of contact for technical incidents and service requests
• Logging, managing and resolving support tickets in line with agreed SLAs
• Taking ownership of tickets and providing regular updates to customers
• Troubleshooting hardware, software and end-user issues
• Escalating major incidents, security concerns and unresolved technical issues where required
• Collaborating with wider technical teams to achieve successful outcomes
• Supporting users with advice, guidance and training on IT systems and equipment
• Following ITIL-based service management processes and best practices
• Maintaining accurate records and documentation within the service management platform

What we’re looking for:

• Strong customer service skills with a customer-first approach
• Excellent verbal and written communication skills
• Experience using ticketing or call-tracking systems
• Ability to prioritise and manage multiple tasks effectively
• Strong troubleshooting and problem-solving skills
• A proactive attitude and willingness to take ownership of issues
• ITIL Foundation certification or knowledge of ITIL processes
• Experience working within an IT Service Management (ITSM) environment

Inclusion

We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at [e-mail], and we will be happy to support you.

Keywords: L1 Service Desk Analyst, L1, first line, support, customer service, service desk analyst, IT support, technical support

Company Overview

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.