Customer Support Manager / NOC Manager – UK (M/F/X)
Department
: NOC
Location:
UK-based, with regular travel to customer sites and CinemaNext offices in Belgium.
Contract:
Full-time
Contact :
CinemaNext is Europe's largest cinema exhibition services company, delivering complete technical solutions for cinema projection, audio, and digital infrastructure. We provide consulting, design, project management, equipment sales, installation, maintenance, 24/7 NOC support, content management, and spare parts supply to ensure the highest level of reliability and the lowest cost of ownership for our clients.
Job description:
We are seeking a forward-thinking
Customer Support Manager / NOC Manager
to lead the transformation of our remote support operations for the UK, Ireland, and International Markets (Austria, Czech Republic, Balkans, …). This role is ideal for someone who thrives on driving change, building a dynamic team by leveraging existing strengths while implementing new processes, tools, and strategies. Beyond managing daily operations, you will be responsible for exploring innovative solutions, defining long-term strategies, and elevating both our service offerings and customer experience to the next level. This is an exciting opportunity to take ownership of a function in evolution, laying the groundwork for a future-ready support ecosystem that empowers our teams and delights our clients.
A solid technical background in cinema-grade projection and audio equipment is desirable, but experience in the AV industry will also be considered. The ideal candidate will combine hands-on technical knowledge with strong leadership and process management skills.
Key Responsibilities:
Team Leadership & Coordination
* Lead and coordinate the activities of the Customer Support team in the UK and Belgium in alignment with UK & Ireland operations as well as requirements of the International Markets.
* Foster strong collaboration between the NOC and UK/Ireland field engineers to ensure seamless service delivery.
* Manage, coach, and develop the Technical Admin Assistants to maximise team efficiency and performance.
* Work closely with the Engineering Operations Manager to align remote and on-site service delivery.
Service Delivery & Customer Support
* Ensure timely, high-quality remote technical support for cinema projection, audio, and control systems.
* Oversee ticket management, escalations, and SLA compliance, ensuring issues are resolved promptly and effectively.
* Act as the primary point of contact for complex technical escalations from the NOC to field teams.
* Support planning and coordination for preventative maintenance visits (PPMs) and project deployments.
* Participate in evening and weekend shift rotations for remote Customer Support.
Process & Performance Management
* Implement, monitor, and improve processes for remote support, fault diagnosis, and incident resolution.
* Track and report key operational KPIs, including response times, resolution rates, and first-time fix performance.
* Collaborate with the MasterData and commercial teams to ensure pricing, contract, and customer data is accurate and up to date in Odoo.
* Work with the NOC and engineering teams to reduce avoidable on-site interventions through remote diagnostics and support.
Technical Oversight
* Maintain up-to-date knowledge of cinema projection and audio systems, control platforms, and related AV technologies.
* Ensure the NOC team has access to the latest technical documentation and training resources.
* Liaise with manufacturers (Christie, Barco, Dolby, QSC, etc.) for advanced technical support, training, and product updates.
Required Skills & Experience:
* Proven leadership experience in a Customer Support, Technical Operations, or Service Delivery Manager role.
* Strong background in A/V, IT, or cinema technology.
* Excellent communication, people management, and motivational skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Experience with service management tools (Odoo experience beneficial).
* Knowledge of Digital Cinema technology is highly desirable; experience in the AV industry will also be considered.
* Planning and organisational skills with a proactive approach to problem-solving.
* Strong analytical reasoning and problem-solving skills, with the ability to interpret data and drive strategic improvements.
* Familiarity with Unix/Linux systems is an advantage.
* Fluent in English; additional European languages are an asset.
We offer:
* Competitive salary and benefits package.
* Opportunity to work in Europe's leading cinema technology provider.
* A collaborative, supportive, and innovative working environment.
* The chance to shape the UK's remote technical support operations and improve service integration between international teams.
Please email your résumé with a few lines explaining your motivation for the position to