NOC Performance Manager: 24/7 Service Desk Lead

M Group Services Limited; St. Ives; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading telecom services provider is hiring Performance Managers in St. Ives, England. You will lead a Service Desk team to ensure smooth operations, manage incidents effectively, and drive service improvements. Ideal candidates have strong people management skills and experience in Service Management. This role offers various benefits including a pension scheme and health care cash plan, alongside opportunities for development and growth.

Benefits

Matched pension scheme

Online GP service

Employee assistance programme

Life assurance

Health Care Cash Plan

25 days annual leave plus bank holidays

Qualifications

• Solid knowledge of Service Support best practices and escalation management.
• Experience delivering against SLA, OLA, and KPI targets.
• Strong people management skills, including personal development and career guidance.
• Experience with incident, problem, and change management.

Responsibilities

• Lead and inspire a Service Desk Team, ensuring smooth service operations.
• Work closely with Performance Managers to maintain 24x7x365 service.
• Manage own team and influence others through matrix management.
• Own and champion key Service Management processes.

Skills

Service Support best practices

People management

Incident management

Escalation management

Performance reporting

Education

GCSE-level Maths and English

Service Management qualifications

Tools

Service Management ticketing systems

Reporting tools

Job description

A leading telecom services provider is hiring Performance Managers in St. Ives, England. You will lead a Service Desk team to ensure smooth operations, manage incidents effectively, and drive service improvements. Ideal candidates have strong people management skills and experience in Service Management. This role offers various benefits including a pension scheme and health care cash plan, alongside opportunities for development and growth.