Ntiva, Inc.

Manager, Network Operations Center

Ntiva, Inc.

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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Salary

💰 $65,000 - $85,000 per year

About the role

  • Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations.
  • Manage priority incidents while overseeing technicians and reporting results to customers and management.
  • Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met.
  • Ensure all automated alerts and related cases are addressed according to service level agreement (SLA).
  • Mentor and train team members, fostering professional development and enhancing their technical knowledge.
  • Hold team members accountable for achieving established KPIs and take proactive measures to address any performance deficiencies.
  • Oversee the complete employee life cycle within the NOC, including hiring, setting performance goals, conducting reviews, providing feedback, implementing improvement plans, and taking appropriate disciplinary action according to established procedures and company policies.
  • Build and maintain a robust operational structure that supports 24/7 operations adhering to established SOPs.
  • Ensure departmental growth and scaling to meet evolving needs.
  • Continuously improve overall department performance through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives.
  • Performs other related duties as assigned.

Requirements

  • 3-5 years of experience in the field of Information Technology
  • 1-3 years of experience managing a technical team.
  • Great communication skills both spoken and written.
  • Strong troubleshooting and problem-solving capabilities.
  • Ability to communicate and cooperate with various departments in order to obtain information needed.
  • Good customer facing mannerisms and communication.
  • Ability to work under pressure, while maintaining a tactful and professional demeanor.
  • Ability to operate independently while maintaining key performance numbers.
  • Solid understanding of ConnectWise automate functionality including, but not limited to, creating basic scripts, management of computer groups, executing scripts and data exports.
  • This role involves extended periods of sitting or standing and regular use of computers and office equipment.
Benefits
  • Medical, Dental and Vision coverage for employee and family
  • 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
  • Group Term Life and Accidental Death and Dismemberment coverage (company provided)
  • Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
  • Health Savings Account (HSA) Options / PPO Options
  • Employee Assistance Program
  • Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
  • Education Reimbursement Program
  • Generous Employee Referral Program - cash bonus for successful referrals!
  • Dynamic Recognition and Rewards
  • Clear Promotion and Advancement Tracks
  • Work with Industry-Leading Talent
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem-solvingperformance managementemployee life cycle managementKPI reportingSLA adherenceSOP developmenttechnical mentoringteam leadershipincident management
Soft Skills
communication skillscustomer serviceteam collaborationprofessional demeanorindependencepressure managementaccountabilitycooperationtactfulnessprofessional development