A leading telecom services company is seeking to recruit a proactive and service-focused SOC Business Support Shift Lead to join its CTIO team in Jersey, working 37.5 hours per week on a 24x365 shift rota.

This hands-on leadership role involves overseeing the performance of a shift team delivering front-line support to enterprise customers. You'll drive excellence in service operations, lead on incident management, and ensure a high standard of customer experience through strong technical supervision and communication.

Key Responsibilities
• Lead, coordinate, and coach the SOC shift team, setting high standards in customer support and technical resolution.
• Act as the first point of escalation, especially during major incidents and service disruptions.
• Manage and prioritise faults, troubleshoot issues, and ensure accurate ticketing and resolution reporting.
• Drive performance improvements and contribute to ongoing service development.
• Deliver Level 1 support for systems including Mimecast (L1 required, L2 preferred).
• Oversee customer communications and ensure professional, timely updates throughout the resolution process.
• Participate in CAB/eCAB meetings and ensure operational procedures are followed across all support cases.

About You
You’ll thrive in a fast-paced environment and be driven to lead by example. The ideal candidate will have:
• Experience supervising teams within an IT operational environment.
• Proven background in IT infrastructure (networks, OS, applications, email, virtualisation platforms).
• Familiarity with Managed Service Provider environments.
• A proactive, customer-first attitude with strong communication skills.
• Experience with third-party support management and incident handling.
• A current category B driving license is required.
• ITIL, Cisco, Microsoft, or VMware certifications are advantageous.

For more information, please email: admin@blinkrecruitment.gg or call: +44 1481 723221.
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