Position Purpose and Summary

Our company is seeking a NOC Manager to lead Network Operations within Managed Services, reporting to the Director of Managed Services. This role is accountable for the 24×7 operation of the NOC in an MSP environment, overseeing day‑to‑day service delivery across incident, request, change, and problem management.

The NOC Manager works closely with all Managed Services teams and internal stakeholders to ensure reliable operations, maximize end‑user productivity, and deliver an exceptional client experience. The role emphasizes customer‑first decision‑making aligned with technical standards and contractual obligations, while directing workload, communications, and collaboration across service delivery, sales, professional services, technical teams, third‑party vendors, and client partners.

This position is responsible for defining, documenting, training, and enforcing operational processes and SOPs, providing daily coaching and guidance on issue handling and escalation. The NOC Manager also owns technician utilization and department profitability through efficient service delivery and is ultimately accountable for client satisfaction, retention.

Key Areas of Accountability:

People Leadership & Team Development

• Lead, coach, and mentor L3 NOC Engineers and Team Leads for technical strength and operational consistency.
• Define roles, escalation paths, and accountability across all support levels.
• Manage staffing and shift planning for 24x7 operations.
• Implement performance management: KPIs, coaching, and issue resolution.
• Oversee onboarding, training, certification, and career progression.
• Equip leaders to handle incidents and communications with a customer-first approach.
• Foster excellence, collaboration, and continuous improvement.
• Approve timesheets and expenses.
• Promote automation and AI adoption, integrating it into team objectives.
• Identify and address overtime drivers.

Service Operations and Delivery

• Manage 24x7 monitoring, incident response, and operational oversight for client environments.
• Ensure high-quality service delivery and SLA attainment.
• Act as escalation point for incidents and service issues.
• Monitor KPIs and maintain operational efficiency.
• Set and enforce shift handoff and monitoring standards.
• Optimize alert management and reporting cadence.

Major Incident & Escalation Management

• Own the end‑to‑end Major Incident Management process.
• Lead incident bridges and coordinate cross‑functional and vendor response teams.
• Manage clear, timely internal and client communications during major incidents.
• Lead post‑incident reviews and root cause analysis, producing post‑incident reports for client delivery review.

Process Ownership & Continuous Improvement

• Maintain SOPs, runbooks, and troubleshooting playbooks.
• Govern knowledge management and documentation standards.
• Standardize workflows and drive ITIL-aligned practices.
• Analyze trends for reliability improvements.

Client & Stakeholder Management

• Collaborate with internal Client Delivery Managers for proactive communication.
• Provide input for QBRs and technology planning.
• Track client deliverables and onboard new clients.
• Coordinate client requests across internal teams and external vendors.

Financial & Business Accountability

• Control NOC costs, optimize resource use, and monitor utilization.
• Drive continuous improvement to reduce cost per ticket while maintaining SLA performance and client experience.
• Ensure overtime is intentional, justified, measurable, and aligned to service priorities.
• Monitor billable utilization, cost drivers, and overtime usage.

Service Delivery Automation & AI Enablement

• Manage automation projects for the NOC and Service Desk.
• Implement AI tools to boost efficiency through alert reduction, incident triage, resolution assistance, and predictive analysis.
• Track and report automation results such as lower manual effort, faster resolutions, better SLA performance, and improved technician productivity.
• Drive improvement by eliminating manual repetition with automation tools and AI.

Relationships:

• Reports to the Director of Managed Services
• Direct reports include Service Desk L1/L2 teams leads & NOC L3 Technicians;
• Key internal interactions: Client Delivery Manager, Professional Services Manager, Sales teams (inside and outside sales), Accounting teams, Technical Services Teams
• Key external interactions: Clients, Vendors, suppliers, industry contacts

Requirements

Required

• 5+ years’ experience leading IT operations or NOC teams in a 24×7 MSP or multi-client environment
• Strong understanding of:
• Incident, problem, change, and request management
• ITSM frameworks (ITIL preferred)
• Hands-on background in server, network, or infrastructure operations
• Experience with ITSM and monitoring platforms (e.g., Connectwise, ServiceNow, Autotask, etc.)
• Proven ability to lead teams, manage escalations, and operate under pressure
• Focus on customer service and prompt communications
• Excellent communication, organization, and documentation skills
• Excellent troubleshooting capability.  Problem-solve issues and be able to mentor team members through systematic troubleshooting in a timely manner
• Maximizing process efficiency through effective team leadership and collaboration.
• Highly organized and able to keep track of not only their own tasks, but also tasks assigned to all team members.
• Experience managing on‑call rotations and after‑hours escalation models
• Demonstrated experience operating in contract‑ and SLA‑driven environments

Preferred

• ITIL v4 Foundation (or higher)
• MSP or outsourced IT services experience
• Cloud platform exposure (Intune, Azure preferred)
• Experience with financial metrics such as utilization, margin, and cost optimization
• Relevant technical certifications (Microsoft)

Core Competencies:

• Operational leadership in high-availability environments
• Customer-first service mindset
• Clear and confident communication (technical and executive)
• Process discipline and continuous improvement orientation
• Strong judgment during high-pressure incidents
• Ability to balance people leadership with operational rigor

Pay: $100,000.00-$130,000.00 per year

Benefits

• Company events
• Dental care
• Extended health care
• Life insurance
• Paid time off
• Store discount
• Wellness program
• Work from home

Application question(s):

• Do you have experience with ITSM and monitoring platforms (e.g., Connectwise, ServiceNow, Autotask, etc.)?

Experience

• leading IT operations or NOC teams: 5 years (required)

Licence/Certification:

• ITIL Certification (preferred)

Work Location: Remote