NOC Leader: Service & Incident Excellence

Trellisworks Limited; Newbury; On-site; GBP 65,000 - 90,000; Full time

Job summary

TrellisWorks Limited in Newbury is seeking a NOC Manager to lead the Support and Service Operations, driving day-to-day performance, SLAs, and continuous improvement across the NOC and engineering interfaces. The role combines hands-on technical coordination with people leadership, incident escalation, and process governance to ensure reliable, scalable service delivery for customers.

You will line manage NOC and Support Engineers, conduct performance reviews, oversee onboarding, training,

Qualifications

• Experience leading or supervising a technical support or service desk team.
• Background in networking, telecoms, or managed service environments.
• Experience working with ticketing and monitoring platforms.
• Strong organisational and prioritisation skills.
• Ability to balance technical understanding with people management.
• Experience within wireless, connectivity, or infrastructure environments.

Responsibilities

• Own the daily operation of the support department and NOC activities.
• Ensure tickets are triaged, progressed, and resolved within SLAs.
• Monitor workload distribution and priorities across the team.
• Escalate incidents and risks and maintain visibility of service-impacting issues.
• Coordinate with engineering teams for site visits arising from support cases.
• Act as escalation point for complex or high-priority cases and support incident diagnosis.
• Line manage all NOC and Support Engineers; conduct reviews and training.
• Foster a structured, accountable, and collaborative team culture.

Skills

Team leadership

Technical support

Networking

Ticketing platforms

Monitoring platforms

Organisational skills

People management

Incident management

Tools

Ticketing platforms

Monitoring platforms

Job description

TrellisWorks Limited in Newbury is seeking a NOC Manager to lead the Support and Service Operations, driving day-to-day performance, SLAs, and continuous improvement across the NOC and engineering interfaces. The role combines hands-on technical coordination with people leadership, incident escalation, and process governance to ensure reliable, scalable service delivery for customers.

You will line manage NOC and Support Engineers, conduct performance reviews, oversee onboarding, training,