Network Operations Center (NOC) Manager

Marco Technologies • OH

67d • $91,488 - $146,381

About The Position

As the Network Operations Center (NOC) Manager, you are responsible for the secure, efficient, and reliable delivery of managed services across client environments. You will lead the NOC team in monitoring, maintaining, and optimizing service platforms—including RMM, network & infrastructure monitoring, patching, and endpoint protection tools—ensuring alignment with SLAs, governance frameworks, and client expectations. This role collaborates closely with engineering, service development, and sales enablement teams to define operational standards, drive platform maturity, and support the rollout of new offerings. You will help establish and enforce best practices, escalation workflows, and training programs that promote consistency, scalability, and service excellence. The NOC Manager also supports internal initiatives such as SOC 2 compliance, business continuity planning, and audit readiness. You will maintain working knowledge of regulatory frameworks (e.g., NIST, HIPAA, PCI-DSS) and contribute to policy development that protects both Marco’s internal systems and its clients. You will provide regular updates to leadership on key performance indicators (KPIs), operational health, and risk mitigation strategies. As a cross-functional leader, you will participate in strategic committees and help shape organizational direction through policy input and service innovation.

Requirements

• Associate's degree in computer science, cyber or information security or related field required
• 7+ years of experience with information technology and security or equivalent combination of the education and experience
• Proven experience with managing technology and security at scale
• Current industry recognized certifications including one or more of the following: CCNA, JNCIA, CISSP, CISM, ITIL 4 Foundation, or other equivalent industry recognized related certification preferred
• Valid driver’s license, proof of personal insurance, and an acceptable driving record

Nice To Haves

• Knowledge of Service Organization Controls (SOC) 2 for Service Organizations: Trust Services Criteria program requirements and management
• Demonstrable expertise with common security frameworks and controls including NIST CSF and CIS CSC
• Understanding of secure architectures and common solutions and services such as RMM tools, backups, email security, and endpoint security
• Ability to apply an organization's goals and objectives to develop and maintain architecture
• Proficiency with business collaboration tools such as MS Office applications
• Demonstrates attention to detail
• Effective organizational and time/task management skills
• Ability to prioritize responsibilities and to operate with changing priorities; Strong ability to exercise independent judgment
• Self-starter with the ability to perform with little or no direct supervision
• Excellent communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization
• Treats people with respect; Works with integrity and ethically; Upholds organizational values
• Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality

Responsibilities

• Lead, coach, and mentor NOC engineers and technicians to ensure high-performance service delivery
• Monitor staffing levels, shift coverage, and PTO schedules to maintain 24/7 operational continuity
• Act as primary escalation point for technical and service-related issues, engaging senior leadership when necessary
• Conduct performance evaluations, support career development, and participate in compensation planning
• Identify and address resource gaps (personnel, tools, infrastructure) to support service scalability
• Oversee deployment, configuration, and ongoing operation of managed services tools (e.g., RMM, SIEM, MDR, patching platforms) across client environments
• Ensure services are delivered securely, reliably, and in alignment with SLTs and governance frameworks (e.g., NIST, CIS)
• Collaborate with engineering and product teams to support rollout of new services and platform enhancements
• Define and implement operational procedures, runbooks, and escalation workflows to support consistent outcomes
• Develop training materials and SOPs for internal teams and client-facing documentation
• Drive maturity of service processes through continuous improvement and automation initiatives
• Partner with service development and sales enablement teams to support go-to-market strategies for new offerings
• Provide input on pricing, packaging, and positioning of NOC-related services
• Align operational execution with broader MSSP goals and business outcomes
• Support compliance initiatives including HIPAA, PCI-DSS, and internal security audits
• Contribute to policy development and ensure operational adherence to regulatory and contractual obligations
• Maintain documentation and reporting standards to support audit readiness
• Lead onboarding and ongoing training for NOC personnel to ensure technical proficiency and process adherence
• Support client education initiatives related to service capabilities, incident response, and platform usage
• Attend and contribute to company and departmental meetings
• Uphold Marco’s policies and values as outlined in the Employee Handbook
• Perform other duties as assigned to support business and operational needs

Benefits

• Pay Range: $91,488 - $146,381 annually + 10% annual incentive plan

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees