Manager Network Operations Center

Job Overview

At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work… and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast‑paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

As the Manager, NOC you will oversee the Network Operations Center department and ensure it delivers on its expectations. These include responding and remediating issues on a day‑to‑day basis with rotating shifts to ensure full coverage. By working with the team to ensure consistent delivery of services including connectivity, functionality, and operation. Work closely with various operation teams and provide valuable feedback to support the design, functionality, and workflows required to maintain environment uptime and provide quick identification of issues.

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).
• Work Schedule:
  
  Friday – Monday, 5pm – 4am EST

• 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.
• Perform other related duties as assigned.

• Team Utilization and availability
• Team and individual responsiveness
• Total team tickets resolved
• Total team tickets handled

• 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 Connect Wise 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.

• Ability to communicate professionally, in English, both written and orally
• Ability to…