Enterprise NOC-Service Desk Manager

Enterprise Noc/Service Desk Manager

Koniag IT Systems, LLC a Koniag Government Services company, is seeking an experienced and dynamic Enterprise NOC / Service Desk Manager to lead and oversee the combined operations of a Network Operations Center (NOC) and multi-tier Service Desk environment. The ideal candidate is a seasoned IT operations leader with a proven track record of managing high-performing technical teams, driving operational excellence, and delivering reliable, mission-critical IT services in complex enterprise or government environments.

This individual will serve as the senior operational leader responsible for the day-to-day performance, continuous improvement, and strategic direction of integrated NOC and Service Desk functions, ensuring that services are delivered efficiently, incidents are resolved swiftly, and end users and stakeholders receive consistently exceptional support.

Principal responsibilities will include but are not limited to:

• Provide strategic and operational leadership for the combined NOC and Service Desk functions, overseeing all Tier 1 through Tier 3 support operations, event and incident management activities, and IT operations center functions across the enterprise.
• Lead, mentor, and develop a team of NOC analysts, service desk technicians, team leads, and specialist staff, fostering a high-performance culture built on accountability, continuous learning, and exceptional service delivery.
• Establish, monitor, and enforce operational performance standards, SLA targets, and key performance indicators (KPIs) for both NOC and Service Desk functions, taking proactive action to address performance gaps and drive continuous improvement.
• Oversee the end-to-end incident management lifecycle, ensuring that all events and incidents are detected, triaged, escalated, resolved, and closed in accordance with defined processes, SLAs, and stakeholder expectations.
• Serve as the senior escalation point for high-priority, major, and P1/P2 incidents, coordinating cross-functional technical response efforts, managing stakeholder communications, and driving rapid resolution and service restoration.
• Oversee the configuration, utilization, and continuous improvement of ITSM platforms (e.g., Service Now) and NOC monitoring and observability tools, ensuring that systems are effectively supporting operational workflows and reporting requirements.
• Develop, implement, and continuously improve NOC and Service Desk operational procedures, runbooks, escalation paths, and standard operating procedures to ensure consistent, efficient, and compliant service delivery.
• Manage staffing, scheduling, and workforce planning for a 24/7 or extended-hours operational environment, ensuring appropriate coverage levels across all shifts and minimizing gaps in operational support capacity.
• Develop and deliver regular operational performance reports, dashboards, and executive briefings for IT leadership, program management, and government stakeholders, communicating service delivery outcomes, incident trends, SLA performance, and improvement initiatives.
• Manage vendor and contractor relationships relevant to NOC and Service Desk operations, including monitoring tool vendors, managed service providers, and staffing partners, ensuring that contractual obligations and service commitments are met.
• Lead and support continuous service improvement (CSI) initiatives, leveraging operational data, incident trends, and stakeholder feedback to identify and implement meaningful enhancements to NOC and Service Desk capabilities and processes.
• Collaborate with IT infrastructure, cybersecurity, application, and project teams to ensure that NOC and Service Desk operations are aligned with broader IT strategy, enterprise architecture standards, and organizational change activities.
• Support contract delivery requirements, including participation in program reviews, status reporting, deliverable preparation, and coordination with the Contracting Officer's Representative (COR) as required.
• Ensure compliance with all applicable organizational policies, federal regulations, and security requirements governing IT operations, data…