Responsibilities
* Leading, coaching, and supporting the NOC Operator team to deliver a consistently high‑quality customer experience.
* Overseeing daily workflows, ensuring SLA targets are met and shift handovers run smoothly.
* Supporting training and development activities to ensure the team is confident in systems, processes, and best practices.
* Ensuring Change Management processes are followed and embedded across Operations.
* Monitoring and investigating issues impacting customer systems, carrying out 1st and 2nd line diagnostics.
* Building strong relationships with customers, understanding their needs, reviewing service performance, and identifying opportunities to enhance our support.
* Producing clear, accurate reports for internal stakeholders and customers using data from key operational systems.
* Providing additional support on the 24/7 rota when required.
* Taking on reasonable additional duties to support the wider Operations team.
Qualifications
* A minimum of four years experience working in IT, including at least one year in a Network Operations (NOC) environment.
* Experience supporting customers within an IT service delivery setting.
* Previous leadership experience (desirable, but we will support your development).
* Strong understanding of operational systems and their use within a NOC.
* Experience generating reports from IT Service Management tools.
* Excellent communication skills and the confidence to work with customers and colleagues at all levels.
* A customer‑first mindset and a passion for delivering great service.
* Strong organisational skills with the ability to prioritise effectively.
* Calm under pressure and comfortable managing multiple tasks at once.
* Honest, straightforward, and a genuine team player.
* Self‑motivated with a desire to learn, grow, and support the people around you.
* Confident delivering training one‑to‑one or in group settings.
Technologies
* Embedded
* Support
* Network
* Cloud
* Security
Benefits
We offer competitive benefits, including 33 days of holiday (increasing with service), annual pay reviews, a holiday buy scheme, and an all‑company bonus scheme.
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