Our Careers

NOC Manager

General Summary

We are a hyper growth company that specializes in providing outsourced IT services for small and mid-sized companies. Our clients represent various industries, including but not limited to professional services, finance, manufacturing, healthcare, and services companies that have sophisticated IT needs.

The NOC Manger is responsible for managing the lifecycle of NOC Service delivered to our clients from the client onboarding to ongoing client support.

Subsequently, the position is responsible for managing the NOC operations, technology and support the Company’s delivery of best-in-class services to a growing community of clients, striving to enhance the value of our services, and improve client relationships.

Reports to

This position reports to the Director of Service Operations

Job Responsibilities

  • Strategic Planning
  • Develop and improve NOC processes and procedures, in alignment with SLAs, company strategy, and departmental mission
  • Maintain an in-depth understanding of NOC technology within the managed services industry and then leverage understanding to achieve business objectives
  • Client Service
  • Establish an environment of exceptional client service that retains existing clients and attracts new clients
  • Understand clients’ varying, often quite specific, business needs and applying knowledge of the company’s products to meet those needs
  • Ensure quality of service by gaining a thorough and detailed knowledge of technical specifications and other features of client’s systems
  • Operational Excellence
  • Develops reports on the status of the business operations that enable management to assess performance and progress
  • Create and track performance metrics using custom datasets, dashboards, scorecards, and reports in BrightGauge and other systems
  • Implement the necessary technology, personnel, process, and operational oversight in order to accomplish service goals and objectives
  • Ensure the provision of a reliable, scalable and secure technology and operations environment that enables clients to effectively utilize the deployed services to run their businesses
  • Team Management
  • Develops and maintains communication in a cooperative and professional manner with all levels of management, employees and clients
  • Ability to attract, hire, develop and motivate staff as needed to accomplish goals and objectives
  • Foster a positive and collaborative environment between the Managed Services, Network Operations Center Team, Professional Services and Infrastructure Project Team.
  • Hiring, training and managing service team. Provide Professional Development programs and opportunities for team.
  • Meet regularly with the co-workers and management to ensure that proper information

Qualifications

  • Education
    • Bachelors or Associates degree in computer-related field OR 5 to 7 years related experience OR Equivalent combination of education and experience.
    • Please note any additional education or equivalent job experience
    • Applicant should expect an IT knowledge-based test. We believe knowledge can come from both school and experience, so we prefer to rely on current knowledge
  • Technical Requirements:
    • Experience and in-depth knowledge administering and maintaining RMM platforms
    • Experience and understanding with backup and disaster recovery (e.g. StorageCraft, Datto, Veeam, etc.)
    • Experience with virtualization platforms (Hyper-V and VMware ESXi)
    • Exposure to scripting and/or toolmaking in PowerShell, SQL, bash/batch, C#, or Python
    • Working knowledge of networks (switches, firewalls, WAPs, VLANs, VPNs)
    • Exposure installing, administering, and troubleshooting servers and workstations
  • Highly Desired Experience and Certifications:
    • Experience in outsourced IT support (MSP Company) or experience in diverse networks
    • CompTIA Net+
    • Any additional Security Certifications
    • Project Management Skills
  • Other Job Requirements
    • Due to certain State Licensing, applicant must be able to pass State of Texas background check (meaning no Class B Misdemeanor or more severe, for minimum of 5 years)