1st Line NOC Team Lead

United KingdomRemotePermanentlead

OtherTeam Lead

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Quick Summary

Overview

Shift Patterns This role has two shifts, one operating during core working hours and the other covering the night shift supporting our engineers who work on a 24/7 rota : Day Shift 08:00 to 16:30 Night Shift 21:30 to 06:00. These two shifts alternate every two weeks.

Technical Tools

networking

Shift Patterns This role has two shifts, one operating during core working hours and the other covering the night shift supporting our engineers who work on a 24/7 rota : Day Shift 08:00 to 16:30 Night Shift 21:30 to 06:00. These two shifts alternate every two weeks.
Location-This role will be working remotely for the foreseeable future-we are planning on opening a new office within the West Yorkshire area but at this stage we dont have timeframes on when this will happen.

Role Description:

As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift.
You will act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification to maintain balanced and efficient queue volumes.
Ensure the team delivers high-quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards.
Take ownership of more complex networking and security incidents escalated from initial triage, providing advanced troubleshooting, resolution leadership, advanced configurations, and proactive optimization to ensure secure, reliable, high-performance customer network infrastructure.
You minimize further escalations through deep expertise and lead major incidents (P1, Major Incidents, Major Service Incidents) operationally and technically during out-of-hours or high-priority scenarios, delegating tasks, coordinating with the major incident team, project/account managers, and managed service leaders for timely resolution.
Mentor and support the team, review case QA outputs, conduct 1-2-1s with team members, and ensure case results reflect the expectations in our best practice guides and NOC Charter.
Collaborate with higher-level engineers, vendors, and suppliers on root-cause analysis, permanent fixes, knowledge sharing, and service improvements. Incidents and service requests are managed via ServiceNow (our Single Pane of Glass), email, live chat, and phone, with detailed updates, stakeholder communication, and strict SLA/OLA adherence.
The NOC maintains specialisms in Connect (traditional telecoms connectivity) and Secure (secure networking solutions). You support both areas, with primary focus based on shift/team allocation, but provide overflow and out-of-hours expertise across the full portfolio, including Secure products during non-core hours when required.