Manager, Network Operations

Kennedy Krieger Institute•Baltimore, MD

About The Position

The Manager, Network Operations provides leadership and operational oversight for the Institute’s network and telecommunications services. The position manages assigned staff, establishes operational priorities, oversees service availability and performance, coordinates incident response and project delivery, and ensures services support organizational needs. The manager works with technical staff, Information Systems leadership, business stakeholders, and vendors to develop service strategies, manage technology lifecycles, address operational risk, and plan for growth. The role ensures appropriate staffing, technical coverage, documentation, escalation procedures, and continuity of operations.

Requirements

Bachelor’s degree in computer sciences or a related field required; additional years of relevant experience may be substituted for the education requirement at the discretion of the Director, Network Operations.
Seven years of progressively responsible experience supporting enterprise network, telecommunications, infrastructure, or related technology services required.
Three years of experience supervising or leading technical staff, including responsibility for performance management, workload prioritization, project delivery, and operational support, required.
Demonstrated experience translating technical risks and recommendations into operational and business terms for leadership and nontechnical stakeholders required.

Nice To Haves

Cisco certification or a relevant technical, management, project management, or service management certification preferred.
Experience managing service availability, incident response, technology projects, vendors, budgets, and lifecycle planning preferred.
Experience overseeing enterprise network and telecommunications environments, including wired and wireless networking, voice services, network security, and supporting platforms, preferred.
Experience working in a complex, highly available, regulated, healthcare, education, or similarly service-sensitive environment preferred.

Responsibilities

Supervise and lead assigned staff, including recruitment, onboarding, coaching and development, performance management, goal setting, progressive discipline, scheduling, training, retention, and day-to-day problem resolution.
Oversee the availability, performance, reliability, and support of network and telecommunications services; set operational priorities, assign resources, balance operational and project demands, monitor workloads, and ensure timely incident and service-request response and escalation.
Ensure network and telecommunications platforms are securely maintained, documented, recoverable, and managed throughout their lifecycle, including capacity planning, licensing, maintenance agreements, technology refresh planning, redundancy, and continuity.
Evaluate and prioritize technology improvements and lifecycle needs, including upgrades, resiliency, security, capacity, performance, and service stability; recommend advancements that improve network performance and reliability.
Plan and oversee special projects, determining staff, vendor, hardware, software, and other resource needs, and coordinate responsibilities and communication across Information Systems, business stakeholders, and vendors.
Partner with the Director, Network Operations to establish departmental goals, service priorities, staffing plans, performance measures, budgets, and multiyear technology roadmaps aligned with organizational priorities.
Assist in developing and managing operating and capital budgets, including expenditures, forecasts, contracts, licenses, maintenance renewals, and procurement recommendations.
Establish and monitor service levels and performance measures, analyze incident trends, recurring problems, capacity indicators, and customer-impacting issues, and develop improvement plans and management reports on performance, risks, and resource needs.
Provide management oversight during significant service disruptions, coordinating technical resources, vendors, stakeholder communications, escalation, restoration priorities, and post-incident reviews.
Ensure network and telecommunications changes follow established testing, approval, documentation, communication, and rollback procedures.
Manage vendor and service-provider performance, expectations, delivery, concerns, escalations, and compliance with organizational requirements.
Partner with information security, infrastructure, compliance, and other stakeholders to identify and address operational, cybersecurity, continuity, and regulatory risks.
Ensure technical and operational documentation is complete, current, and accessible, including standards, support procedures, diagrams, inventories, escalation paths, and recovery procedures.