Keep our network moving. Lead a high‑performing team. Be our next Network Support Team Leader.
At Intercity, we’re passionate about delivering an exceptional customer experience and our Network Operations Centre plays a critical role in making that happen. We’re looking for a people‑focused Network Support Team Leader to lead, develop, and manage our NOC team, ensuring the right resources are in place to deliver reliable, responsive support around the clock.
This role suits someone who enjoys leading people, managing performance, and keeping operations running smoothly, with the technical understanding to ask the right questions and support effective decision‑making.
If you thrive in a fast‑paced operational environment and take pride in building strong, capable teams, this could be the ideal next step for you.
About the role
As our Network Support Team Leader, you’ll have day‑to‑day responsibility for the performance, development, and wellbeing of our Tier 2 NOC engineers. You’ll ensure the team is effectively resourced, supported, and aligned to deliver against SLAs and customer expectations.
This is a hands‑on leadership role, combining people management, operational oversight, and stakeholder engagement. While technical knowledge is important, your primary focus will be leading people, managing workloads, and driving consistent service standards.
This role is office‑based in Bolton. The site operates 24/7, so flexibility is required to support operational needs, rota management, and incident response.
Key Responsibilities as a Network Support Team Leader:
- Leading, coaching, and performance‑managing a team of NOC Operators, creating a positive, accountable, and high‑performing environment
- Managing rotas, resourcing, and workload planning to ensure consistent SLA delivery across a 24/7 operation
- Supporting recruitment, onboarding, training, and ongoing development of the team
- Acting as an escalation point for operational issues, supporting engineers through effective triage and decision‑making
- Ensuring operational processes, including Change Management, are followed and continuously improved
- Reviewing service performance with customers and internal stakeholders, identifying risks and opportunities for improvement
- Producing clear operational reports and insights to support decision‑making
- Supporting incident response and major issue management when required
- Working closely with wider Operations leadership to continuously improve service delivery
Experience & Knowledge
- Proven experience leading or supervising teams in an IT operations or service delivery environment
- Strong background in rota management, workload planning, and performance management
- Experience working within a Network Operations Centre or similar 24/7 operational setting
- Good technical understanding of NOC environments, with confidence supporting escalations (not necessarily hands‑on engineering)
- Experience producing and interpreting operational reports and service metrics
- Confident communicator, able to work with customers and stakeholders at all levels
Skills & Behaviours
- People‑first leadership style with the confidence to challenge, coach, and support
- Organised and structured, with a strong grip on priorities and resource planning
- Calm and decisive under pressure
- Honest, approachable, and respected by teammates
- Passionate about developing others and building stable, capable teams