Technical Coach Professional in London

Location: Belfast - Hybrid working 3 days in the office, 2 wherever.

Why this job matters

SC clearance is needed for this job. You can start while we support you through the process, but you must pass and keep your clearance—if SC isn't granted, you can't continue in the role. You'll coach 1st-line service desk engineers to deliver standout customer experiences through strong incident and service request management. As part of the Learning & Development team, you'll design and deliver hands-on training, build practical runbooks and knowledge content, and mentor new joiners and apprentices—helping the service desk consistently meet KPIs and SLAs while raising the quality of the customer experience.

What you'll be doing

• Manage and coordinate training for 1st-line service desk engineers, apprentices, new joiners, ITIL functions, and other stakeholders needing insight into managed services.
• Design onboarding and upskilling pathways that reduce time-to-independent handling, aligned to Managed Services strategy and growth priorities.
• Improve first-contact resolution, triage quality, and SLA attainment through floor-walking, side-by-side coaching, live call/listen sessions, and bite-size refreshers.
• Develop clear runbooks, how-to guides, and knowledge articles for repeat issues, promoting adoption and continuous improvement.
• Enable colleagues on ticketing (ServiceNow, BMC Remedy) and monitoring/diagnostics tools (e.g., Entuity, TSOM) with practical, easy-to-follow workflows.
• Collaborate with team leaders and SMEs to identify skill gaps, deliver targeted interventions, and track improvements that put customers first.
• Train and coach day-to-day desk behaviours aligned with ITIL, including incident handling, request fulfilment, clean escalations, and clear communication.
• Rapid content curation and delivery: Quickly gather the right inputs (SMEs, procedures, live systems), distil them into clear training/job aids/micro sessions, and deliver at pace across different customers, products, systems and tools.

The skills you'll need to succeed

• Proven experience coaching or training service desk or IT support teams in fast-paced, customer-focused environments.
• Strong technical understanding of core technologies supported by 1st-line service desks.
• Familiarity with common ticketing and monitoring tools (e.g., ServiceNow, BMC Remedy, Entuity, TSOM).
• Working knowledge of ITIL processes and best practices.
• Excellent communication and facilitation skills, able to simplify complex IT topics and build stakeholder confidence.
• Continuous improvement mindset, using performance data to target interventions and demonstrate impact.

Nice to have:

• ITIL Foundation certification
• Experience building and maintaining knowledge bases
• Exposure to secure or regulated environments

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people – whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but – more than that – you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer's leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.

About us

BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. Over the next two years, we will complete the UK's largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies. Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.