NOC Manager

Job Description: NOC Manager
Reports To: Director of Operations                                      Classification: Non-Exempt
Department: Operations                                                       Position Type: Full-Time


At SmartChoice, we’re reshaping the way businesses communicate, connecting them with innovative solutions through our SMART Network. As a trusted Voice Carrier, Internet Service Provider, Microsoft Teams Partner, and Service Expert, we help companies nationwide achieve new levels of performance with our tailored and cutting-edge technology. We're passionate about delivering exceptional white-glove service, and our team is key to keeping businesses moving forward.

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Why Join Us?

At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white glove service and customer success. We don’t just sell products—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced voice, internet, and communications solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world.

At SmartChoice, we believe our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity, collaboration, and celebrating successes—big and small.

As part of our team, you'll be joining a company that values innovation, teamwork, community engagement, and professional growth. Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.

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Position Overview:

The Network Operations Center Manager’s primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure. The Network Operations Center Manager provides overall expertise in the network operations functions.

Key Responsibilities
Supervisory Responsibilities:

• Interviews, hires, and trains new staff for the Missouri office.
• Supervise day-to-day operations of their team making sure everyone is contributing appropriately, distributing the workload evenly while ensuring motivation and performance levels are maintained.
• Lead by setting a good example (role model) - behavior consistent with words. Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Manages the overall Tech Support schedule, working with the department supervisor to ensure full coverage 24/7/365.
• Provides constructive and timely performance evaluations for the Supervisor of Tech Support and participates in reviews for Level 1, 2, and 3 Engineers.
• Handles all procedural/HR related items and timesheets for Manager of Tech Support and Level 1, 2, 3 Engineers.
• Handles all discipline and terminations of direct employees in accordance with company policies
• Work with engineers on tasks related to SmartChoice infrastructure.
• Performs other related duties as assigned.

Duties/Responsibilities:

• Manages and mentors 24x7x365 Tech Support team in all daily operations by effectively communicating expectations and driving accountability.
• Manages day-to-day technical uptime of all SmartChoice infrastructure.
• Service oriented mindset, strong organizational capabilities for running multiple highly technical projects and support activities across a large and complex environment.
• Ensure the stable operation of the corporate enterprise network including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware & software.
• Strong Client Service focus, ability to communicate with both a technical and non-technical audience.
• Communicate clear instructions to team members & hold them accountable to goals & objectives.
• Provide regular status reports on tasks accomplished, current issues and progress toward goals.
• Communicate to business clients, technical teams and management in a consistent manner making complex technical issues and solutions clear, simple and understandable.
• Audits virtual hosts and servers for health and appropriate resources
• Verifies and audits backup/restore procedures.
• Reviews day-to-day ticket activity, ensuring that SmartChoice clients receive resolution within our service level agreement (SLA) via emails/calls/updates/nagios.
• Creates, implements, and monitors department templates, processes, and procedures.
• Ensures Level 1’s are fully trained and have proper roadmap for career progression (full understanding on what is needed to grow into a Level 2, 3 & 4 Engineer)
• Works with department supervisor to ensure that all Level 1’s are set up with proper templates for each issue.
• Ensures all “priority one” (P1) issues are properly assigned and receive appropriate escalations.
• Works with department director to ensure that no tickets are stuck in process.
• Provides on-going training and coaching to all Tech Support team members.
• Manages the emergency dispatch process and escalation to department director and CTO.
• Acts as back-up to Director of Networks.
• Performs other duties as assigned.

Required Skills & Experience:

Education: Bachelor’s degree in Business Administration, Communications, or related field (preferred).
Experience:

• Bachelor’s degree in Computer Science, Engineering, or related field; or a combination of education and relevant work experience.
• 8 years of related technical experience with at least three years of experience managing technical teams is preferred.
• 4 years Voice/Data Network specific experience.
• Strong knowledge of LAN/WAN and data networks
• Strong knowledge of cloud providers (AWS, Azure)
• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
• Extensive knowledge on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points and firewalls
• Metrics focus when it comes to improving customer service and providing insight into performance metrics
• Experience troubleshooting Network & Infrastructure issues
• History of Excellent Client Service Skills (communications & relationship management)
• Proficiency in MS Office (MS Teams and Excel)

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements:

• This role is a full time in office only position at our St. Petersburg, FL office.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Perks:
 

• Competitive salary with performance-based incentives
• Comprehensive health benefits (medical, dental, vision, life insurance)
• Generous paid time off
• Employer-matched 401(k)
• Monthly cell phone stipend
• Employee Assistance Program

What We Offer:
 

• Culture of Innovation: You’ll be part of a forward-thinking team that’s driving the future of business communications.
• Growth Opportunities: As SmartChoice continues to expand, so do the opportunities for our team members to take on new challenges.
• Fun & Collaborative Environment: We’re serious about our work, but we also know how to have a good time. From team-building events to spontaneous brainstorming sessions, SmartChoice is a place where your voice will be heard, and your efforts will be recognized.

At SmartChoice, we embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do. We believe that when passionate individuals come together, great things happen. If you’re looking to contribute to a growing company that is shaping the future of business communication, we want you on our team. Apply now and start making your mark at SmartChoice!

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Discrimination of any type is not tolerated.