NOC Manager

Job Summary:

The Network Operations (NOC) Manager will lead the NOC Team within Managed Services practice. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion. The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

Job Duties:

• Acts as contact regarding all questions and information, including progress, challenges encountered, and issues identified within the NOC
• Provides exceptional client service and develops deliverables and/or solutions to issues
• Identifies, grows, and maintains relationships with client personnel, including members of client management
• Prepares formal and informal presentations for various internal meetings
• Reviews and participates in project plans for the improvement of service delivery
• Facilitates the project plan making updates as directed by the management team
• Manages tasks closely to make sure they are being completed and in a timely manner
• Documents information from internal project meetings
• Escalates any issues to senior management, as needed
• Provides regular status updates on the implementation
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of team members within the NOC
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Qualifications, Knowledge, Skills and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree, with a focus in Information Technology or Computer Science, preferred

Experience:

• Five (5) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required
• Five (5) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, etc.), required
• Three (3) or more years of experience leading small teams within the network operations center, service desk or help desk environment, required
• Experience troubleshooting issues, identifying solutions, and appropriately escalating, required.
• Experience with project planning, scoping and management skills, required
• Business process analysis & design experience, required
• Client facing consulting experience, preferred

Licenses/Certifications:

• Project Management Professional, (PMP), preferred
• ITIL V3/V4, preferred

Software:

• One of the following, required:
  
  
  
  • Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
  • Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
  • FortiOS or other Firewall Software Experience
  
  
• Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc), preferred

Other Knowledge, Skills & Abilities:

• Strong verbal and written communication skills
• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues, required
• Strong analytical, facilitation, documentation, and communication skills, required
• Strong project planning, scoping and management skills, required
• Strong business process analysis & design and process flow skills, required
• Excellent interpersonal and customer relationship skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of successfully multi-tasking while working independently or within a group environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to work well in a cross-functional team environment preferred
• Must have excellent organizational and multi-tasking skills

Keywords: Network Operations Center, NOC, Manager, Azure, Service Delivery, Lead, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Escalate, Facilitate, Supervise.