Manager, Network Operations Center (Day Shift)

Are you looking for limit-less career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, we have a saying – “We exist to grow each other.” Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, we’re looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber attacks and stay on top of fast changing technologies! Come explore one of our many opportunities!

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. By working with the team to ensure consistent delivery of services including connectivity, functionality, and operation. Work 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 role
• Flexible Monday-Friday schedule between 7:00AM and 7:00PM

What you will be doing

• Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations.
• Manage priority incidents while overseeing technicians and reporting results to customers and management.
• Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met.
• Ensure all automated alerts and related cases are addressed according to service level agreement (SLA).
• 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 through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives.
• Performs 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 in order to obtain information needed.
• 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, management of computer groups, executing scripts and data exports.

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

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Paid Time Off (PTO) + 2 Floating Holidays
• Bonus plans
• Tuition Reimbursement Program
• Employee Assistance Program
• Generous Employee Referral Program – the more you refer the more you earn!
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Clear Promotion and Advancement Tracks

The base pay range for this position is expected to be between $70,000.00 and $100,000.00 per year, plus an annual on-target 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.
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, sexual orientation, marital status, national origin, age, 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 03/22/24.