Technical Coach Professional

TL;DR

Technical Coach Professional: Coaching 1st-line service desk engineers to enhance customer experience through strong incident and service request management, and by designing and delivering hands-on training. Focus on improving first-contact resolution, triage quality, SLA attainment, and developing clear runbooks and knowledge articles for repeat issues.

Location: Belfast - Hybrid working 3 days in the office, 2 wherever. SC clearance is needed for this job. You must pass and keep your clearance—if SC isn’t granted, you can’t continue in the role.

Company

hirify.global was the world’s first telco and home to several of the UK’s most recognised brands, playing a critical role in creating the future of digital infrastructure.

What you will do

• Manage and coordinate training for 1st-line service desk engineers, apprentices, and new joiners.
• Design onboarding and upskilling pathways aligned to Managed Services strategy and growth priorities.
• Improve first-contact resolution, triage quality, and SLA attainment through coaching and live sessions.
• Develop clear runbooks, how-to guides, and knowledge articles for repeat issues.
• Enable colleagues on ticketing (ServiceNow, BMC Remedy) and monitoring/diagnostics tools.
• Train and coach day-to-day desk behaviours aligned with ITIL processes.

Requirements

• Proven experience coaching or training service desk or IT support teams in fast-paced, customer-focused environments.
• Strong technical understanding of core technologies supported by 1st-line service desks.
• Familiarity with common ticketing and monitoring tools (e.g., ServiceNow, BMC Remedy, Entuity, TSOM).
• Working knowledge of ITIL processes and best practices.
• Excellent communication and facilitation skills, able to simplify complex IT topics.
• Continuous improvement mindset, using performance data to target interventions and demonstrate impact.

Nice to have

• ITIL Foundation certification
• Experience building and maintaining knowledge bases
• Exposure to secure or regulated environments

Culture & Benefits

• 10% on target bonus.
• BT Pension scheme, with a 10% BT contribution.
• From January 2025, equal family leave: 18 weeks at full pay.
• Enhanced women’s health support.
• 25 days annual leave, increasing with service.
• 24/7 private virtual GP appointments for UK colleagues.
• 2 weeks carer’s leave.
• World-class training and development opportunities.
• Option to join BT Shares Saving schemes.
• Culture of togetherness, collaboration, and inclusivity, with a proactive interest in your progress and development.