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- Tasks: Lead a team of technicians, ensuring top-notch service and customer satisfaction.
- Company: Join a tech-savvy company committed to community engagement and environmental responsibility.
- Benefits: Enjoy a collaborative culture, personal development opportunities, and a dynamic work environment.
- Why this job: Be part of a close-knit team that values initiative and high service standards.
- Qualifications: ITIL certification required; experience in IT infrastructure and team supervision preferred.
- Other info: Work on a 24x365 shift rota and handle exciting technical challenges.
The predicted salary is between 36000 - 60000 £ per year.
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.
SOC Business Support Shift Lead employer: jobs.jerseyeveningpost.com-job boards
Contact Detail:
jobs.jerseyeveningpost.com-job boards Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SOC Business Support Shift Lead
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role requires ITIL certification. Understanding the framework will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Brush up on your technical knowledge related to Cisco, Microsoft, and VMware systems. Being able to discuss these technologies confidently during conversations can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully led a team or managed incidents in high-pressure situations. This will showcase your leadership skills and ability to maintain service quality under stress.
✨Tip Number 4
Network with professionals in the Managed Service Provider sector. Engaging with others in the field can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace SOC Business Support Shift Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT infrastructure administration and team supervision. Emphasise any certifications you hold, such as ITIL, Cisco, or Microsoft, and showcase your problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the SOC Business Support Shift Lead role. Mention specific examples of how you've led teams, handled customer issues, and improved operational procedures in previous positions.
Highlight Customer Service Skills: Since this role focuses on customer satisfaction, be sure to include examples of your customer service experience. Discuss how you've successfully managed customer relationships and resolved issues in a timely manner.
Showcase Your Technical Knowledge: Detail your familiarity with network monitoring tools and incident management processes. Mention any experience you have with troubleshooting and triaging faults, as well as your ability to work under pressure while managing multiple priorities.
How to prepare for a job interview at jobs.jerseyeveningpost.com-job boards
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a SOC Business Support Shift Lead. Familiarise yourself with incident handling, team coordination, and customer service expectations. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your coaching abilities and how you've instilled a customer-first approach in your previous roles. This is crucial as the position requires strong leadership to manage technicians effectively.
✨Demonstrate Technical Knowledge
Brush up on your ITIL certification knowledge and any relevant technical skills related to networks, operating systems, and applications. Be ready to discuss how you've applied this knowledge in real-world scenarios, especially in a Managed Service Provider environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and troubleshooting abilities. Think of specific instances where you've handled major incidents or escalated issues, and be prepared to explain your thought process and actions taken.
