General Summary We are seeking an experienced NOC Technical Manager to provide technical leadership and operational oversight for the client's 24/7/365 Network Operations Center (NOC). The NOC Technical Manager is responsible for ensuring the effective monitoring, management, troubleshooting, and escalation of network and infrastructure events while maintaining high standards for service availability, performance, and customer satisfaction.

Primary Duties and Responsibilities Technical & Operational Leadership:

Provide technical leadership and oversight for the 24/7/365 Network Operations Center. Oversee the monitoring, identification, troubleshooting, and escalation of network, infrastructure, and service-impacting events. Lead and develop Tier 2 NOC Engineers, NOC Supervisors, and Escalation personnel. Serve as a technical escalation point for complex incidents and operational issues. Ensure NOC personnel follow established technical procedures, troubleshooting methodologies, and escalation paths. Partner with Network Engineering and other technical teams to resolve complex network and infrastructure issues. Support staffing, scheduling, and shift coverage to ensure continuous NOC operations.

Network Monitoring & Incident Management:

Oversee network and systems monitoring to identify outages, performance issues, alarms, and potential service disruptions. Ensure incidents are properly prioritized, documented, escalated, and resolved within established service level requirements. Provide technical leadership during major incidents, network outages, and customer- impacting events. Coordinate cross-functional technical response efforts during critical incidents. Ensure timely and accurate communication regarding service-impacting events. Conduct and/or oversee post-incident reviews and identify opportunities to prevent recurring issues. Monitor incident trends and identify recurring technical problems requiring corrective action.

Team Development & Leadership:

∙ Establish clear performance expectations and technical standards for NOC personnel. Conduct regular coaching, performance reviews, and employee development discussions. Identify technical skills gaps and develop training opportunities for NOC team members. Promote knowledge sharing and collaboration across NOC shifts and technical teams. Foster a culture of accountability, continuous learning, customer focus, and operational excellence.

∙Ensure appropriate onboarding and ongoing technical training for NOC employees. Qualifications, Education and Experience Bachelor's degree in Information Technology, Computer Science, Networking, or a related field preferred; equivalent technical experience will be considered.

∙ Minimum 5 years of experience in Network Operations, NOC, IT Operations, Network Engineering, or a related technical environment. Minimum 3 years of technical leadership or management experience within a NOC, Network Operations, IT Operations, or related technical environment. Strong understanding of network operations, monitoring, alerting, troubleshooting, and incident management. Experience working with network monitoring and management tools.

∙ Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and general network infrastructure.

∙Experience managing technical escalations and customer-impacting incidents. Experience developing and managing SLAs, SOPs, escalation procedures, and operational metrics. Demonstrated ability to analyze technical issues, identify root causes, and drive corrective actions. Strong understanding of IT service management and incident management principles. Experience leading technical teams in a 24/7/365 operational environment preferred.

Pay:

$80,000.00 - $100,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible schedule Health insurance Life insurance Paid time off Parental leave Vision insurance

Education:

Bachelor's (Required)

Experience:

Staff scheduling: 3 years (Required) Performance management: 3 years (Required) Employee development: 3 years (Required) Service quality metrics: 3 years (Required)

KPI's:

3 years (Required)

SLA's:

3 years (Required)

SOP's:

3 years (Required)

IT Operations:

5 years (Required)

Language:

English (Required)

Location:

Holland, OH 43528 (Preferred) Ability to

Commute:

Holland, OH 43528 (Required) Willingness to travel: 25% (Preferred)

Work Location:

In person