NOC Team Leader

At Intercity were passionate about delivering an exceptional customer experience and our Network Operations Centre is right at the heart of making that happen. Were looking for a NOC Team Leader to help us continue providing the reliable responsive and highquality support our customers depend on every single day.

If youre someone who thrives in a fastpaced environment loves solving problems and enjoys bringing out the best in others this could be the ideal next step for you.

About the role

As our NOC Team Leader youll play a key role in ensuring our network services run smoothly and efficiently. This role involves managing our Tier 2 NOC engineers. Youll lead and develop a team of NOC Operators support daytoday operations and help shape how we continue to deliver awardwinning service to our customers.

This is a handson peoplefocused role where youll combine technical understanding with practical leadership to keep our services operating at their best.

This role is officebased in Bolton this site operates 24/7. Some flexibility may be required for operational needs customer site visits or incident response.

What youll be doing as a NOC Team Leader

No two days are the same but your key responsibilities will include:

• Leading coaching and supporting the NOC Operator team helping them 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 practice.
• 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 247365 rota when required.
• Taking on reasonable additional duties to support the wider Operations team.

What were looking for

Were interested in people who are proactive positive and passionate about doing the right thing for our customers and teams.

Experience & Knowledge

• 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 well support your development).
• Strong understanding of operational systems and how theyre used 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.

Skills & Behaviours

• 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.

What We Offer:

• 33 days holiday (inclusive of bank holidays) with entitlement increasing by one day for each full calendar year employed up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.