Lead cross-functional teams to develop operational performance assessments and management reports.
Oversee day-to-day technical operations of Managed Services and NOC Engineers, ensuring efficiency, responsiveness, and service excellence.
Manage daily workload distribution and team scheduling to maintain balanced coverage across all shifts.
Define, implement, and continually improve standard operating procedures, run books, and escalation workflows.
Develop and deliver ongoing training programs to elevate technical capabilities across the team.
Partner with internal groups such as SOC, Infrastructure, Consulting, and Sales to coordinate operational activities.
Provide escalation level support for complex infrastructure and networking issues; drive root cause analysis and resolution.
Establish, track, and report on key operational metrics (SLA compliance, ticket volume, resolution time, CSAT, etc.).
Mentor and coach engineers at all levels to promote technical depth, accountability, and career growth.
Drive a culture of ownership, collaboration, and continuous improvement within the support organization.
Act as a point of escalation for major incidents and customer-impacting issues, ensuring timely communication and resolution
Manage and administer ITSM systems (e.g., Zendesk), ensuring they align with business and operational needs.
Actively assist with customer issues when necessary, maintaining a strong hands-on technical presence.
Collaborate with other functional leaders to streamline support processes and improve service delivery.

Requirements

10+ years of progressive experience in technical support, managed services, or NOC/helpdesk operations, including direct, hands-on technical work.
5+ years of demonstrated leadership or management experience overseeing 24x7 or multi-shift technical support or NOC teams.
Willingness to work onsite in Plano full-time (5 days per week).
Proven track record managing onsite technical staff, including scheduling, performance management, and career development.
Strong technical foundation in Microsoft Windows Server, Active Directory, virtualization technologies (VMware, Hyper-V), and network infrastructure (routing, switching, firewalls).
Solid experience with IT Service Management (ITSM) platforms, including configuration, automation, and reporting. (Zendesk preferred)
Working knowledge of cloud platforms (Microsoft Azure) and hybrid environment integrations.
Demonstrated ability to manage and maintain SLAs, KPIs, and operational metrics within a customer-driven managed services organization.
Excellent analytical, organizational, and communication skills with the ability to interact effectively across technical and business teams.
Proven incident, problem, and change management experience using ITIL-aligned processes (ITIL certification preferred).
Hands-on experience supporting and mentoring engineers at L1–L3 levels, including direct involvement in troubleshooting and escalation management.
Experience developing and enforcing standard operating procedures, run books, and escalation workflows.
Strong background in monitoring and alerting systems (e.g., LogicMonitor, ControlUp, SolarWinds, or similar).