About the role

The Technical Coach sits within the Learning and Development team, supporting Managed Customer Service Operations by developing the capability of service desk colleagues through coaching, training and ongoing performance support. Working closely with first-line engineers, apprentices and new entrants, the role builds the technical skills, knowledge and confidence needed to deliver excellent customer outcomes while embedding best practice across the service desk.

The role contributes directly to business performance by accelerating colleague onboarding, improving service desk capability and supporting the achievement of key operational measures, including customer experience, service levels, incident management and first-time resolution. Through a combination of structured coaching, knowledge management and targeted learning interventions, the Technical Coach enables colleagues to become productive more quickly, perform consistently and continuously develop their capability.

Supporting BT's strategic focus on customer service, operational excellence and colleague development, the Technical Coach works in partnership with operational leaders and subject matter experts to identify capability gaps, design and deliver appropriate learning solutions, and embed continuous improvement across Managed Services. By fostering a culture of learning and performance, the role helps ensure colleagues have the skills and behaviours required to meet evolving customer and business needs.

What you’ll be doing

•Design, coordinate and deliver onboarding, technical training and upskilling programmes for service desk engineers, apprentices, new joiners and other stakeholder groups.
•Coach colleagues in incident management, service request fulfilment, triage and service desk best practices, aligned with ITIL principles.
•Improve operational performance through floor walking, side-by-side coaching, call listening, knowledge-sharing sessions and targeted performance interventions.
•Develop, maintain and continuously improve learning materials, knowledge articles, runbooks and process documentation to support colleague capability.
•Support colleagues in the effective use of service management and monitoring tools, including ServiceNow, Remedy and other operational platforms.
•Partner with team leaders, managers and subject matter experts to identify capability gaps and develop targeted learning and performance improvement plans.
•Analyse operational and learning performance data to evaluate the effectiveness of interventions and identify opportunities for continuous improvement.
•Deliver learning initiatives that support Managed Services priorities, ensuring colleagues have the skills and knowledge required to meet customer, operational and business objectives.
•Foster a culture of continuous learning, collaboration and knowledge sharing across Managed Services operations.
•Build strong relationships with operational stakeholders to ensure learning solutions are practical, relevant and aligned to evolving business and customer needs.

Essential Skills / Experience

•Experience coaching, training or developing colleagues within a service desk, IT support or operational environment.
•Strong understanding of service desk processes, including incident management, service requests and customer support best practices.
•Excellent communication and facilitation skills, with the ability to translate technical information into clear, practical guidance for different audiences

Desirable Skills / Experience

•Working knowledge of ITIL principles and service management tools such as ServiceNow, Remedy or similar platforms.
•Experience creating learning content, knowledge articles or operational documentation.
•Experience working within a managed services, secure or regulated environment. 

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready