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Role Description

As the Manager, NOC you will oversee the Network Operations Center department and ensure it delivers on its expectations. These include responding and remediating issues on a day-to-day basis with rotating shifts to ensure full coverage. By working with the team to ensure consistent delivery of services including connectivity, functionality, and operation. Work closely with various operations teams and provide valuable feedback to support the design, functionality, and workflows required to maintain environment uptime and provide quick identification of issues.

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

Work Schedule: Friday – Monday, 5pm – 4am EST

What you will be doing

• Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations.
• Manage priority incidents while overseeing technicians and reporting results to customers and management.
• Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met.
• Ensure all automated alerts and related cases are addressed according to service level agreement (SLA).
• Mentor and train team members, fostering professional development and enhancing their technical knowledge.
• Hold team members accountable for achieving established KPIs and take proactive measures to address any performance deficiencies.
• Oversee the complete employee life cycle within the NOC, including hiring, setting performance goals, conducting reviews, providing feedback, implementing improvement plans, and taking appropriate disciplinary action according to established procedures and company policies.
• Build and maintain a robust operational structure that supports 24/7 operations adhering to established SOPs.
• Ensure departmental growth and scaling to meet evolving needs.
• Continuously improve overall department performance through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives.
• Performs other related duties as assigned.

Job Performance Metrics

• Team Utilization and availability
• Team and individual responsiveness
• Total team tickets resolved
• Total team tickets handled

Qualifications

• 3-5 years of experience in the field of Information Technology
• 1-3 years of experience managing a technical team
• Great communication skills both spoken and written
• Strong troubleshooting and problem-solving capabilities
• Ability to communicate and cooperate with various departments in order to obtain information needed
• Good customer facing mannerisms and communication
• Ability to work under pressure, while maintaining a tactful and professional demeanor
• Ability to operate independently while maintaining key performance numbers
• Solid understanding of ConnectWise automate functionality including, but not limited to, creating basic scripts, management of computer groups, executing scripts and data exports
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

Requirements

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Benefits

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent