Lead, Voice Ops & Provisioning

Gamma; Manchester; On-site; GBP 66,000 - 85,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma in Manchester is seeking a hands-on Product & Voice Ops Team Leader to steer the day-to-day delivery of provisioning, incidents and service requests. You will mentor engineers, coordinate workloads and ensure service levels are met.

This role blends technical depth with people leadership, fostering continuous improvement, root cause analysis and close collaboration with Product, Engineering and Customer teams to enhance operations and customer outcomes.

Qualifications

• Experience in telecoms or communications environments with ability to guide colleagues and manage priorities.
• Experience in technical support, provisioning or operations within Telecoms, UCaaS, CCaaS, hosted voice or related.
• Experience as a senior technical engineer, technical lead, shift lead or team leader, including coaching colleagues.
• Experience managing incidents, faults and service requests through to resolution in a fast-paced, SLA-driven environment.

Responsibilities

• Oversee the team's daily activities, provide technical support and guidance, ensuring work is delivered efficiently and within SLAs.
• Coordinate daily workload allocation and prioritisation across incidents, faults, service requests, provisioning and project activity.
• Monitor queues, backlogs, service levels, quality and handovers, escalate risks as needed.
• Provide coaching and constructive feedback to engineers, supporting knowledge sharing and development.
• Act as the first escalation point for technical and operational issues, coordinating investigations and resolution.
• Support complex and high-priority incidents, coordinating contributors and stakeholder updates.
• Represent the team on major service outage calls and ensure clear communication during incidents.

Skills

Leadership

Incident management

Provisioning

Voice operations

SIP/VoIP

Customer focus

Coaching

Tools

UCaaS platforms

Job description

Gamma in Manchester is seeking a hands-on Product & Voice Ops Team Leader to steer the day-to-day delivery of provisioning, incidents and service requests. You will mentor engineers, coordinate workloads and ensure service levels are met.

This role blends technical depth with people leadership, fostering continuous improvement, root cause analysis and close collaboration with Product, Engineering and Customer teams to enhance operations and customer outcomes.