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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