RACOM | Network Operations Center Manager

Eastern Communications•Marshalltown, IA

31d•Onsite

About The Position

RACOM, established in 1972, designs, sells, installs, and maintains technologies crucial for the "second half of the 911 response equation." This includes supporting specialized phone systems, pagers, radios, voice recorders, and warning lights and sirens, ensuring seamless communication from the moment an emergency dispatcher answers a 911 call until first responders arrive on scene. In February 2023, Eastern Communications acquired RACOM corporation, and in November 2025, acquired PMC Wireless. The combined entity now comprises 240 employees across 17 locations nationwide. We are seeking a Network Operations Center (NOC) Manager to join our team in maintaining Land Mobile Radio (LMR) communication systems for our customers. The NOC team serves as the first point of contact, utilizing core competencies in customer service, network monitoring, and technical support to ensure seamless communication. This role requires management of the NOC team and filling in as a NOC operator when the team is not available. The role requires collaboration with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. Prior experience as a NOC manager or NOC operator is preferred.

Requirements

3-4 years of relevant experience as a manager or 4 years of experience as a NOC operator and/or similar experience.
High school diploma or equivalent required.
Excellent communication abilities, both verbal and written.
Strong problem-solving skills, attention to detail, and the capacity to work effectively under pressure.
Proficient in Microsoft Office Suite.

Nice To Haves

Experience with monitoring tools such as L3Harris RNMs/ ENMs, SolarWinds, Tait Enable Monitor, etc. is preferred.
Familiarity with or willingness to learn the following aspects of LMR communication systems: Radio Equipment Operation: Understanding the functionality and operation of handheld portable radios, mobile radios, base stations, and repeaters.
System Infrastructure: Comprehension of the components that constitute LMR systems, including networks that connect base stations, towers, and repeaters.
Frequency and Spectrum Management: Knowledge of VHF and UHF frequency bands and their applications in LMR systems.
Troubleshooting Techniques: Ability to diagnose and address common and frequent issues within LMR communication systems.

Responsibilities

Management, supervision, scheduling, and training of NOC personnel to ensure the NOC is staffed and ready to meet its mission 24/7/365 with competent professionals.
Production and maintenance of standards, procedures, and guidelines across customers and internal teams focused on standardization of processes across customers, improved correspondence with stakeholders, and increased core competency of NOC team.
Serve as NOC operator in situations where NOC team is not available and provide overflow assistance with handling calls during peak hours.
Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.
Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.