Senior IT Operations Lead: MSP Service Desk, NOC & SOC

At STN, we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly

evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We

provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure,

scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with

deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve

real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we

believe empowered teams build transformative technology.

Overview

The Senior Manager, Systems, Network and MSP Service Desk Operations leads the Service Desk, NOC, and SOC

support functions and owns the day-to-day administration, availability, and security posture of the systems and network

infrastructure supporting internal operations and managed-services customers. The role combines people

management with operational discipline across a distributed U.S. and offshore team.

Key Responsibilities

Service Desk, NOC & SOC Operations

• Provide day-to-day operational leadership for Service Desk, NOC, and SOC teams across shifts, time zones,

and geographies.

• Own SLA attainment, escalation management, ticket hygiene, backlog control, and engineer time-entry

compliance.

• Develop and report the KPI framework and operational scorecards for support and infrastructure performance.

Systems, Cloud & Infrastructure Management

• Oversee Windows and Linux server administration, Active Directory, Entra , and Microsoft 365 administration.

• Oversee virtualization, cloud IaaS (Azure or AWS), storage, and capacity planning.

• Own patch management, endpoint management, vulnerability remediation, and configuration standards.

• Own backup, replication, restore testing, and disaster-recovery readiness against RPO/RTO commitments.

Network Operations & Monitoring

• Oversee LAN, WAN, wireless, VPN, and firewall administration, including routing, switching, and policy

governance.

• Own network and system monitoring coverage, alert tuning, capacity trending, and configuration backups.

Operational Governance & Service Management

• Own change management for all infrastructure work, including risk assessment, maintenance windows, and

rollback planning.

• Lead root-cause analysis for escalated systems, network, and priority incidents and drive recurring-issue

remediation.

• Maintain SOPs, runbooks, topology diagrams, IPAM, and asset/configuration inventory (CMDB).

Leadership & Cross-Functional Collaboration

• Manage, coach, and develop support and infrastructure staff, including offshore team leads.
• Partner with Engineering, Security, PMO, and Customer Success on service reviews, onboarding, and

operational readiness.

Experience & Qualifications

Required

• 7+ years in IT support, managed services, or technical operations, including 3+ years of people management.

• 5+ years of hands-on system administration across Windows Server and/or Linux, Active Directory, Entra , and

Microsoft 365.

• 3+ years hands-on network administration covering routing, switching, VLANs, wireless, VPN, and firewalls.

• Experience with virtualization (VMware or Hyper-V), backup and disaster recovery, and patch/vulnerability

management.

• Experience with managing SLAs, KPIs, ticket quality, and 24/7 or extended-hours operations with distributed or

offshore teams.

• Strong grounding in ITSM practice (Incident, Problem, Change, Knowledge, Service Level Management) and

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