• Fully participate and collaborate as a member of the NOC team • Respond and remediate alerts as they are generated during your specified shift • Maintain KPI’s related to response and availability • Provide clear and concise notes on tickets worked • Identify and escalate any issues with the alerting systems • Ensure all automated alerts and related cases are addressed according to Service Level Agreements (SLA) • Ability to troubleshoot and report on environment issues related to ISP, networks, servers, and hypervisors

• The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems. • The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. • This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence.

Role Description The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems. The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence. Qualifications - 8+ years of relevant technical experience required. - 8+ years of relevant management or leadership experience required. - At least 5 years of relevant IT experience fully supporting customer environments. - At least 5 years of experience managing and working with the following technologies: - Windows Server - Cloud environments including Microsoft 365 - Active Directory - GPOs - Routing and Switching - Firewalls - VPNs - Virus and Security - LAN/WAN Technologies - Virtualization Technologies - Experience in supporting infrastructure environments. - Experience in IT service delivery and managing customer expectations. - Demonstrable experience in incident, problem, and change management. - Excellent ability to present information to senior management in a clear and concise way. - Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally. - Experience in business analysis and a good understanding of financial concepts. - Excellent client service skills, with the ability to create and cultivate trust relationships with clients and co-workers, and remain calm in stressful circumstances. - KPI goals consistently met in current role. Requirements - Provide overall leadership for the teams under your reporting structure. - Maintain accountability for reporting Managers overseeing each team. - Set and manage performance goals for the overall team. - Proactively manage capacity and ensure the staff requisition process is followed in a timely manner. - Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance. - Perform employee reviews, manage headcount, hiring, and overall HR management for your team. - Build a culture of continuous improvement via feedback, coaching, and staff development. - Ensure objectives are clear, progress is tracked, and results are reviewed, instilling a culture of high performance. - Act as an escalation point for critical client issues; communicate and manage communication with customers as needed. - Communicate with all parties in a constructive manner to guarantee customer expectations are met. - Provide timely responses and guidance to client requests, either directly if needed or via your team. - Advocate for the customer in day-to-day operations. - Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident reviews. - Build relationships with clients and team members and serve as a trusted point of contact. - Responsible for the scheduling, time, and utilization management of team members. - Review and manage ticket backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired. - Proactive issue trending and data reporting for the improvement of key metrics. - Manage team performance and tools to meet or exceed SLOs. - Liaise with internal and external resources to provide detailed analysis of operations and opportunities for improvement to meet SLAs and internal efficiencies. - Work with leadership to identify opportunities for process improvement and leverage data to prioritize identified opportunities. - Possess a high level of self-motivation and initiative, consistently taking ownership of tasks and projects. - Demonstrate a strong sense of autonomy and resourcefulness, capable of making independent decisions and solving problems. - Exhibit excellent time management and organizational skills. - Display a proactive and self-directed approach to learning and staying updated on industry trends. - Show the ability to adapt and thrive in ambiguous or uncertain situations. - Possess strong critical thinking and decision-making abilities. - Demonstrate effective communication skills, both written and verbal. - Collaborate across all departments to maximize overall customer satisfaction. - Maintain accurate and up-to-date documentation through the change management processes. - Ensure quality administrative results from your team. - Be a leader within the company: attend staff events, participate in meetings, encourage positive morale, and hold all employees accountable. - Maintain an in-depth knowledge of the products and services offered. - Maintain accurate and up-to-date process and departmental documentation. - Attend training and team meetings as required. - Perform additional duties as required. Benefits - Market Competitive Salary - Job Timing: 08:00 AM – 05:00 PM (EST)

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