A fantastic opportunity has emerged for an experienced individual to join a growing, innovative company based in the North West. The organisation provides independent consultancy services to help large organisations design, build, and manage their own networks, often working with clients in the public sector, including local government, healthcare, and education. The company is highly focused on engineering and operates its own high-performance ISP network, delivering fast and reliable internet services. The team values close relationships with clients and hires based on both experience and future potential, ensuring all team members have equal opportunities for growth and success.

The Network Operations Manager will take the lead in overseeing a team of Engineers, Technicians, and Analysts, managing the daily operations of the Network Operations Centre (NOC). They will ensure that the team provides high-quality support for customer queries, manages incidents effectively, and delivers services within agreed timeframes. The role requires balancing operational efficiency with customer satisfaction, ensuring smooth resolution of escalated issues, and helping the team navigate technical challenges. This position also offers a chance to engage with leading technologies such as Next Gen Firewalls, Software-Defined Networking, and security solutions from major vendors like Cisco, Juniper, FortiGate, and Palo Alto.

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Key Responsibilities:

• Oversee the daily running of the NOC, making sure customer service requests, alerts, and incidents are addressed quickly and efficiently, meeting agreed service levels.
• Provide leadership and mentorship to the team, ensuring that resources are well-utilised and team members are supported in their roles.
• Manage the prioritisation and escalation of support requests, ensuring that customers receive a high standard of service.
• Regularly prepare and present performance reports, highlighting the team's achievements and areas for improvement.
• Continuously enhance the NOC's processes, ensuring they remain efficient and effective, and organising training to bridge any gaps in team knowledge.
• Collaborate closely with the network engineering team to ensure new services are seamlessly transitioned into ongoing operational support.
• Stay up to date with developments in networking technologies, particularly in areas such as LAN/WAN network configuration (TCP/IP), and security.

• Demonstrated experience in managing a technical support or Network Operations team, with a strong understanding of network technologies.
• Knowledge of LAN, WAN, and WLAN systems, and familiarity with security products like FortiGate, Palo Alto, or similar.
• Excellent communication skills, with the ability to produce clear reports and collaborate effectively with both internal teams and external customers.
• Proven ability to lead and motivate a team, while maintaining a focus on delivering exceptional customer service.
• A strong problem-solver who can quickly identify and address technical issues in a proactive manner.
• Experience working in public sector or internet service provider (ISP) environments is beneficial but not essential.