Manager Network Operations Center

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? 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!

How you’ll make an Impact
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. You will work with the team to ensure consistent delivery of services including connectivity, functionality, and operation. Additionally, you will collaborate closely with various operations teams and provide valuable feedback to support the design, functionality, and workflows required to maintain environment uptime and provide quick identification of issues. 

Summary of Location and Hours

• 100% Remote
• Friday-Monday, 8am-7pm (ANY TIME ZONE - 4 days/10-hour shifts)

What you will be doing

• Manage and lead a team of NOC Technicians and Engineers, ensuring efficient 24/7 operations. Managing 3 shifts of Friday through Monday teams.
• Manage after-hours service desk overflow calls.
• Manage priority incidents while overseeing technicians and reporting results to customers and management.
• Provide reports on the department’s key performance indicators (KPIs) and ensure expectations are met.
• Ensure all automated alerts and related cases are addressed according to service level agreements (SLAs).
• 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 by collaborating with the Director to refine SOPs and formulate strategic initiatives.
• Perform other related duties as assigned.
  
  

Job Performance Metrics

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

You’ll be successful in this role if you have

• 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 to obtain needed information.
• 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, managing computer groups, executing scripts and data exports.
• Ability to build and grow a team through leadership, mutual respect, and mentorship.

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

The base pay range for this position is expected to be between $ and $ per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

FLSA Status: [Salaried], [Exempt] 

Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
 
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
 
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 2/10/25.