SOC Business Support Shift Lead

jobs.jerseyeveningpost.com-job boards; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

Une entreprise dynamique recherche un SOC Business Support Shift Lead pour diriger une équipe de techniciens à Jersey. Ce rôle est essentiel pour assurer une performance opérationnelle et une satisfaction client élevées, en gérant les incidents et en collaborant avec diverses équipes. Le candidat idéal aura une certification ITIL et une solide expérience en supervision d'équipe dans un environnement de fournisseur de services gérés.

Qualifications

• Expérience en supervision d'équipe et gestion des relations de support tiers.
• Connaissance en administration d'infrastructure IT (réseaux, OS, applications).
• Capacité à gérer plusieurs priorités sous pression.

Responsibilities

• Coordonner les techniciens de support pendant les quarts de travail.
• Agir comme point d'escalade pour les problèmes techniques et clients.
• Maintenir des mises à jour précises dans le système de billetterie.

Skills

Communication

Problem Solving

Customer Service

Education

ITIL certification

Cisco, Microsoft, VMware certifications

Job description

Our client is seeking a SOC Business Support Shift Lead to join their team in Jersey on a full-time, permanent basis. Working on a 24x365 shift rota, the successful candidate will lead a team of technicians, ensuring operational performance, service quality, and customer satisfaction. This role plays a critical part in reducing the duration of network faults and delivering a professional support service to B2B customers through effective incident handling, process adherence, and collaboration with internal teams.

Job Duties:

• Lead and coordinate on-shift support technicians within the SOC
• Coach team members and instil a Customer First' approach to behaviours and performance
• Train colleagues on tools, systems, procedures, and best practices
• Act as escalation point for technical and customer issues
• Take ownership during major incidents, leading the team response
• Prioritise faults based on customer impact and service disruption
• Troubleshoot and triage faults to deliver timely resolutions
• Maintain accurate updates in the ticketing system and ensure timely closure
• Handle inbound and outbound customer calls to ensure satisfaction and professionalism
• Monitor network and service performance using dedicated tools, escalating when required
• Collaborate with support and engineering teams across the business
• Raise and manage third-party support tickets where necessary
• Assist with network maintenance operations and contribute to service improvement projects
• Lead or contribute to CAB/eCAB meetings and customer/internal notifications
• Provide Level 1 Mimecast support and work towards achieving L1 (required) and L2 (preferred) certification
• Ensure compliance with event, incident, and change management processes
• Support and drive continual improvement of operational procedures and processes

Job Requirements:

• ITIL certification required; Cisco, Microsoft, VMware, or other IT certifications desirable
• Experience in team supervision and managing third-party support relationships
• Background in IT infrastructure administration (networks, OS, applications, email, hypervisors)
• Experience in operational IT delivery within a Managed Service Provider environment
• Strong verbal and written communication skills
• Excellent problem-solving and troubleshooting abilities
• Proven customer service skills and a proactive approach to tasks
• Confident handling multiple priorities under pressure
• Must hold a current category B driving licence

What You'll Love:

Our client fosters a collaborative, customer-focused culture where initiative and personal development are encouraged. With a passion for technology and a commitment to learning, the business prioritises community engagement, environmental responsibility, and high service standards. Working as part of a close-knit team, employees are supported to thrive in a fast-paced and dynamic environment.

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