NOC Manager

North Carolina State University•Raleigh, NC

55d•Onsite

About The Position

Communication Technologies (ComTech) is a division of OIT - The Office of Information Technology. ComTech is dedicated to providing communication services to the entire NC State University community. Our department offers a range of services including telephony, wired, wireless, and secured networks. We are proud to serve a growing academic population of over 36,000 students and more than 8,000 faculty and staff. This premiere enterprise network includes over 102,000 network ports and more than 9,000 wireless access points, 16,000 phone lines and more than 1,000 life safety lines. As the network and telephony service provider for NC State University, ComTech is responsible for designing, maintaining, and supporting the data and voice infrastructures, critical facilities and associated components. Communication Technologies is looking for an experienced service desk manager to lead our Network Operations Center (NOC) team. In this role, you'll oversee a team of 12 supporting the daily operations of our campus network infrastructure 24×7×365. Candidates should have a strong understanding of service desk functions and be aware that this is a primarily on-site position. Attention to detail, excellent communication, leadership, and problem-solving skills are essential for this role.

Requirements

Master's degree; or Bachelor's degree with zero - two years of relevant experience; or an equivalent combination of education, training and relevant experience.
3-5 years successful management of an IT team
Experience with enterprise-level ticketing systems and request fulfillment workflows
Ability to create clear and concise documentation to be utilized by all technical levels
Foundational networking knowledge (Network+ or similar)
Valid NC Driver's License required

Nice To Haves

Experience with 365×24×7 shift work in a team-oriented, collaborative environment
ITSM and/or ITIL certification
Experience with Call Centers and ACDs
CCNA or equivalent
Experience with ServiceNow

Responsibilities

Manage network operations call center lines w Cisco Finesse
Ensure timely fulfillment of network service requests within our ticketing system
Automate standard network service requests to improve efficiencies
Monitor and triage all network connectivity and infrastructure alerts
Manage internal and lateral notification processes for team
Create dashboards to measure network service delivery using appropriate service metrics
Ensure 24×7×365 onsite coverage including university closures
Approve weekly time sheets, leave requests and understand supplemental pay concepts
Create workplans & perform year end performance reviews
Curate and update existing knowledge articles and documents
Create documentation for new procedures or service offerings
Conduct staff training and manage employee training plans
Manage BCP and DR plans
Other duties as assigned.