NOC Manager

Posting Information

• Posting Number: PG194322EP
• Internal Recruitment: No
• Working Title: NOC Manager
• Anticipated Hiring Range: $90,000 - $110,000
• Work Schedule: M-F 8-5; after hours as needed
• Job Location: Raleigh, NC
• Department: Communication Technologies

Communication Technologies (Com Tech) is a division of OIT - The Office of Information Technology. Com Tech is dedicated to providing communication services to the entire NC State University community. We offer a range of services including telephony, wired, wireless, and secured networks. We are proud to serve a growing academic population of over 36,000 students and more than 8,000 faculty and staff.

This premiere enterprise network includes over 102,000 network ports and more than 9,000 wireless access points, 16,000 phone lines and more than 1,000 life safety lines. As the network and telephony service provider for NC State University, Com Tech is responsible for designing, maintaining, and supporting the data and voice infrastructures, critical facilities and associated components.

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being.

What we offer:

• Medical
  , Dental
  , and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits,
Wellness & Recreation Membership
, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer:
Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

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 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 duties as assigned.

Minimum Education and Experience

• 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

Other 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 365/0 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 Service Now

• Required License(s) or Certification(s): N/A

Valid NC Driver's License required — Yes

Commercial Driver's License required — No