ITOC Team Leader x 2

  • Location

    Solihull, West Midlands, W. Midlands, England

  • Sector:


  • Job type:


  • Salary:

    £35000 - £42000 per annum

  • Contact:

    James Warwick

  • Contact email:

  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


  • Start date:


  • Client:


NOC/ IT Operations Team Leader / Supervisor - Solihull

Client urgently requires a NOC Team Leader / Supervisor for their IT Operations Centre (ITOC) Team leadership experience of teams with at least 4 people - Hands on ITOC/NOC/SOC experience.

£37,000pa to £42,000pa + Bens - Located - South Birmingham, near Birmingham Airport

NOC Team Leader / Supervisor - Solihull

The ITOC provides real-time monitoring of the core technology, infrastructure, applications, products and services within an enterprise environment and aims to provide a holistic operational view of the enterprise estate, technologies, products and services. The role ensures clients and IT teams are provided with the right level of support in service demand for UK and EU infrastructures. This is a hands-on technical service operation role that provides service leadership and direction in supporting the customers, systems, products and services 7 days a week, 365 days a year. No Night Shifts!!

You will need a technical background and be comfortable in managing vital IT Operations Centre agendas and improvement plans. And you will be tenacious and passionate about customer service, managing people, automation, technology and will be a strong advocate of documented process and procedure.

Role Responsibilities:

  • IT event and incident ticket management to ensure all events and incidents are processed as effectively as possible and adhere to service level expectation.
  • To develop the IT Operations Center through continual service improvement, leveraging both internal and external partners to ensure the required level of technology, people and process are in place.
  • Ensure "non-negotiable" systems and service processes are carried out as required.
  • Working closely with the IT Service Desk Manager and IT Operations Manager to align Service Desk and ITOC resources, ensuring a consistent level of 1st line service is provided outside of Service Desk operating hours.
  • Maximise efficiency and consistency by automating new and existing processes where possible.
  • Oversight and presentation of daily, weekly and monthly operational measures and management reporting packs.
  • Effective management of team 121s, reviews, absence management and development needs.
  • Liaise with all other IT Divisions to ensure the technology and service we provide is fit for purpose.
  • Be the first point of escalation for incidents raised within the ITOC.
  • Appropriate escalation, communication and management of major incidents.
  • Ensure the smooth transition of operational monitoring into the production environment.
  • To undertake any other miscellaneous or non-recurring duties related to the role as may be directed.

Role Experience required:

  • Experience of APM tools such as Dynatrace, SolarWinds, New Relic and Microsoft AI.
  • System and services monitoring, reporting and presentation to management.
  • Understanding of server virtualisation, active directory (AD) and group policy (GP), anti-virus and endpoint management tools.
  • Networking (WAN / LAN / DNS / DHCP) and wireless (Cisco Meraki) systems understanding.
  • Managed service and cloud-based service exposure (Azure, AWS, Microsoft Office 365).
  • Exposure to information security best practice policy and procedure.
  • Desktop and Mobile device management exposure.
  • IT Service Management experience aligned to ITIL good practice for event, incident, problem, config and change management processes.