NOC Manager

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

Job Title: NOC Manager (Support & Service Operations)
Department: Support
Reports To: Operations Director
Location: Newbury

Role Overview

The NOC Manager is responsible for the day-to-day leadership, performance, and continuous improvement of the TrellisWorks support function, incorporating Network Operations Centre (NOC) monitoring activities alongside technical support delivery.

The role ensures customer support services operate efficiently, service levels are achieved, engineers are supported and developed, and operational processes remain effective and scalable.

All NOC and Support Engineers report to the NOC Manager, who reports to the Director of Operations.

This is a hands‑on operational leadership role combining team management, service delivery oversight, and technical coordination rather than a pure monitoring‑centre position.

This is a hands‑on operational leadership role. Alongside team leadership responsibilities, the NOC Manager will remain technically engaged, supporting case handling, escalation management, and incident resolution where required to maintain service levels and provide leadership by example.

Key Responsibilities

Service Delivery & Operations

• Own the daily operation of the support department and NOC activities.
• Ensure support tickets are triaged, progressed, and resolved within agreed customer SLAs.
• Monitor workload distribution and prioritisation across the support team.
• Maintain visibility of incidents, risks, and service‑impacting issues, escalating where required.
• Ensure monitoring and ticketing platforms remain accurate, effective, and actively managed.
• Coordinate with engineering teams to ensure site visits arising from support cases are correctly scoped and handed over.

Technical Contribution & Escalations

• Act as an escalation point for complex or high‑priority support cases.
• Directly handle support tickets where operational demand requires or where technical leadership is beneficial.
• Support incident diagnosis and resolution alongside the support team.
• Maintain sufficient technical familiarity with supported platforms and services to provide effective guidance and oversight.
• Line management responsibility for all NOC and Support Engineers.
• Conduct performance reviews, set objectives, and identify development and training needs.
• Support onboarding, induction, and initial training of new team members.
• Manage overtime approval, expenses, and absence tracking for direct reports.
• Foster a structured, accountable, and collaborative team culture.

Process & Continuous Improvement

• Work with the Director of Operations to develop and improve support processes and procedures.
• Ensure operational practices support SLA compliance and service consistency.
• Identify inefficiencies and implement practical improvements to workflows and tooling.
• Maintain and improve configuration guides and operational documentation.

Technical & Cross-Department Support

• Provide technical guidance and escalation support where required.
• Collaborate with engineering, projects, and delivery teams to ensure smooth operational handovers.
• Support pre‑staging activities to ensure quality and readiness standards are met.

Governance & Standards

• Maintain awareness of relevant industry standards, technologies, and best practices.
• Ensure documentation and operational records remain accurate and up to date.

Success in the Role (First 6–12 Months)

The NOC Manager will be successful when:

• SLA performance is consistently achieved or improving.
• Ticket backlogs are controlled and visible.
• Engineers clearly understand priorities and expectations.
• Support processes are documented and followed.
• Escalations reduce through better structure and ownership.
• The support team operates predictably without constant senior intervention.

Required Experience

• 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.
• Exposure to NOC or network monitoring operations.
• Process improvement or service delivery experience.