NOC/Help Desk Manager

Mission Multiplier • Huntsville, AL

15h • Remote

About The Position

Mission Multiplier is seeking a highly motivated, organized, and detail-oriented NOC/Help Desk Manager to lead and manage the operational performance and continuous improvement of the Managed Service Provider's (MSP) Network Operations Center (NOC) and Help Desk functions. This role ensures high-quality IT support delivery, maintains SLA compliance, and drives efficiency across Tier 1–3 support operations. The position serves as the primary authority for incident coordination, escalation management, and customer satisfaction. This position can either be onsite in Huntsville, AL or remote.

Requirements

• Minimum of a Bachelor's degree in IT, Cybersecurity, or related field (or equivalent experience).
• Minimum of 5 to 10 years in IT support/NOC environments.
• Minimum of 3 years in MSP leadership environment.
• Strong understanding of ITIL principles.
• Knowledge of Microsoft 365 / Azure (Entra ID, Intune, Defender).
• Knowledge of Networking (TCP/IP, VPNs, firewalls).
• Knowledge of Endpoint management and security tools.
• Familiarity and usage of RMM/PSA platforms (e.g., ConnectWise, Datto, ServiceNow).
• Must be able to pass background check.

Nice To Haves

• PowerShell scripting preferred.
• ITIL Foundation preferred.
• CompTIA Security+ / Network+ preferred.
• Microsoft Certifications preferred.
• CISSP preferred.

Responsibilities

• Oversee daily NOC and Help Desk operations.
• Manage ticket queues, prioritization, and escalation paths.
• Ensure alignment with ITIL-based service management practices.
• Establish KPIs and conduct performance reviews.
• Monitor response and resolution times.
• Ensure SLA compliance.
• Generate performance reports and dashboards.
• Lead response to critical incidents and outages.
• Coordinate communication with stakeholders.
• Conduct post-incident reviews.
• Participate in client service reviews.
• Address escalated concerns.
• Ensure professional communication standards.
• Implement automation for repetitive tasks.
• Enhance ticket routing and workflows.
• Improve knowledge base and self-service capabilities.
• Manage RMM, PSA, and ITSM platforms.
• Ensure proper integration and optimization of tools.
• Ensure adherence to NIST SP 800-171 and CMMC Level 2.
• Enforce access control, logging, and incident procedures.

Benefits

• Group Life Insurance
• Voluntary Life/AD&D Insurance
• Medical Insurance
• Secondary/GAP Insurance
• Dental Coverage
• Vision Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• 401k (w/ employer match) after six (6) months of continuous service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees