"NOC Manager"

Location:

Raleigh, NC

Essential Job Duties:

Communication Technologies is looking for an experienced service desk manager to lead our Network Operations Center (NOC) team. In this role, you'll oversee a team of 12 supporting the daily operations of our campus network infrastructure 24×7×365. Candidates should have a strong understanding of service desk functions and be aware that this is a primarily on-site position. Attention to detail, excellent communication, leadership, and problem-solving skills are essential for this role.

Primary Duties are as follows:

(50%) Network Operations Service Desk Management

• Manage network operations call center lines w Cisco Finesse
• Ensure timely fulfillment of network service requests within our ticketing system
• Automate standard network service requests to improve efficiencies
• Monitor and triage all network connectivity and infrastructure alerts
• Manage internal and lateral notification processes for team
• Create dashboards to measure network service delivery using appropriate service metrics

(30%) People Management

• Ensure 24×7×365 onsite coverage including university closures
• Approve weekly time sheets, leave requests and understand supplemental pay concepts
• Create workplans & perform year end performance reviews

(20%) Knowledge Management

• Curate and update existing knowledge articles and documents
• Create documentation for new procedures or service offerings
• Conduct staff training and manage employee training plans
• Manage BCP and DR plans

Other Work/Responsibilities:

• Other duties as assigned.

Minimum Experience/Education:

• Master's degree; or Bachelor's degree with zero - two years of relevant experience; or an equivalent combination of education, training and relevant experience.
• 3-5 years successful management of an IT team

Required Qualifications:

• Experience with enterprise-level ticketing systems and request fulfillment workflows
• Ability to create clear and concise documentation to be utilized by all technical levels
• Foundational networking knowledge (Network+ or similar)

Preferred Qualifications:

• Experience with 365×24×7 shift work in a team-oriented, collaborative environment
• ITSM and/or ITIL certification
• Experience with Call Centers and ACDs
• CCNA or equivalent
• Experience with ServiceNow

Required License or Certification:

N/A

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