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Job Descrption

NOC Service Desk Manager

Department: NOC Service

Employment Type: Permanent - Full Time

Location: Wanstor London

Reporting To: Jack Smith

Description

A fantastic opportunity to join our leadership team.  This hire for a Service Desk Manager with a bias towards networking and infrastructure, who will oversee lead and develop our NOC function. Our NOC Service Desk operates 24 hours a day 365 days a year, supporting client partner network and infrastructure dealing with any network related enquiries. 

With the support of your Team Leader, you will support, coach and develop your team, ensuring that we are achieving KPIs and agreed SLAs supporting the company’s objectives.  You will manage and lead improvements to maintenance, provisioning, service restoration processes and capabilities.  Take the lead in evaluating industry standard technologies enabling the provision of a high-quality service for our customers. The ultimate objectives is to have maintain our engaged and productive team delivering exceptional customer service.  

Key Responsibilities

Strategy & Planning 

• Plan, organise and manage staff and overall operations to ensure stability of customer’s infrastructure.
• Work with Head of Networks and our CTO to define and review the technical service offerings and toolsets used
• Manage and review the network related projects. Engage with the project management team to coordinate, prioritise, and streamline project delivery and processes.
•  

Team Development & Management 

• Hire, develop and retain highly responsive and customer focused engineers to ensure effective operation of the department
• Evaluate the technical skills of the team and ensures there is an appropriate level of expertise  
• Provide coaching and leadership to team
• Line management of our Night Shift, Provisioning, and NOC (Network & Infrastructure) teams with the support of Team Leader(s) will also fall under your management. 
• Set employee objectives, hold 1:2:1s and appraisals and managing succession planning within the team.  

 Operational Management

• Assist with hands on technical support work related to the overall health and maintenance of customer environments
• Ensure continual service improvement within the NOC Team including but not limited to automation of tasks and reporting, working closely with Problem Management, reduce expenditure and routine administration tasks
• Create reports to help manage and improve the performance and KPIs of the team and service being provided.
• Responsible of the management and development of the monitoring platform
• Handle Major Incident process and manage support from different levels
• Adhere to operational metrics and industry standards
• Manage tools, systems and procedures to ensure dynamic management of issues and customer management
• Onboard new customers into Wanstor’s Service Desk ensuring a seamless support transition are delivered

About You

Our ideal candidate will be an excellent leader with experience of building and managing technical teams within a variety of disciplines to produce results in a timely and efficient manner. They will also be able to develop efficient strategies, tactics and measures.

• Experience as a Service Desk Manager with a proven record of continuously improving support services delivered to our customers 
• A good understanding of ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team
• Thorough knowledge of IT products and services enabling explanation of technical concepts
• Excellent report writing skills 
• Outstanding leadership and organizational skills
• Excellent communication skills
• Excellent problem-solving ability
• Creative problem solver
• Confident taking ownership in pressured situations

About Us

Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you: 

• 24 days annual leave,  rising by 1 day each year to a maximum of 28 days + Bank Holidays
• We have regular lunch and learns from staff and external speakers
• We offer everyone 5 days a year to learn something new
• We provide 2 days to volunteer
• We are a friendly team and have several team events throughout the year organised by our social team
• We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
• Vitality health, to make sure you are at your best

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