NOC Team Manager

SUMMARY

You'll manage your shift's NOC Engineers directly no layer in between. Day-to-day technical ownership of the queue stays with a rotating Duty Lead among the engineers; your job is making sure the right people are on shift, performing well, developing, and supported. You'll run a real cadence of 1:1s, reviews and objective-setting, sync weekly with your counterpart on the other window, and be the trusted local point of contact for the Head of NOC in the UK. You do need enough technical fluency in network and infrastructure operations to lead a technical team credibly and know when to escalate but this is fundamentally a person’s role.

JOB RESPONSIBILITIES

• Manage the NOC Engineers on your shift window directly, with full people ownership
• Run a structured cadence of 1:1s, monthly shift reviews, and quarterly objective reviews see Team Reviews & Objectives below
• Own performance management locally addressing underperformance early, and recognizing strong performance
• Own shift rostering and coverage planning within your window, and sync weekly with your Day/Evening counterpart
• Assign and oversee the rotating on-shift Duty Lead, so the queue always has a named technical owner
• Ensure your shift applies company NOC standards consistently — SARNS ticket format, correct P1–P4 prioritization, and ITIL-aligned incident, problem and change processes
• Act as the escalation point for issues beyond Duty Lead authority, before engaging the Head of NOC
• Own delivery of the structured 4-month onboarding and technical development program for new engineers
• Support recruitment as the team scales, and build a succession pipeline toward Duty Lead and beyond
• Be the primary local point of contact for the Head of NOC reporting shift performance and escalating risk with a clear situation, impact and recommendation
• Team Reviews & Objectives
• Weekly (minimum fortnightly) 1:1s with every engineer on your shift
• Monthly shift team review against KPIs SARNS compliance, SLA breach rate, queue health
• Quarterly objective reviews SMART objectives that cascade from the Head of NOC's priorities and tie to the existing 0–5 competency framework
• Annual performance review aligned to the company HR cycle, with a documented development plan
• What You're Bringing
• A proven track record managing a team of technical staff, including performance management and development
• Real experience running a review and objective-setting cadence — 1:1s, quarterly reviews, documented development plans
• Experience managing a shift-based or 24/7 operation
• Working knowledge of network, Linux/virtualization and security infrastructure enough to hold credible technical conversations, not necessarily to do the hands-on diagnosis yourself
• Comfort using ticket, queue and SLA data to manage performance
• Strong stakeholder management skills you'll represent a remote site to senior leadership based in the UK
• A coaching mindset you develop people, you don't just direct them

QUALIFICATIONS

• IT operations, NOC, or service desk experience
• Direct people-management experience over technical staff
• Managing a shift-based or 24/7 operation
• Working knowledge of network/Linux/virtualization infrastructure
• ITIL Foundation certification, or demonstrable applied ITIL knowledge
• Able to commit to a 5-from-7 rotating shift pattern, including weekends on a rotating basis
• Financial services, MSP, or co-location environment experience
• Background as a NOC shift lead or Service Desk Manager
• Experience building or scaling an offshore/nearshore technical team

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent mid-shift schedule.