NOC Manager

BDO Global•Oak Brook, IL

32d•$90,000 - $135,000

About The Position

The Network Operations (NOC) Manager will lead the NOC Team within Managed Services practice. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion. The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

Requirements

High School Diploma or GED, required
Five (5) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required
Five (5) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, etc.), required
Three (3) or more years of experience leading small teams within the network operations center, service desk or help desk environment, required
Experience troubleshooting issues, identifying solutions, and appropriately escalating, required.
Experience with project planning, scoping and management skills, required
Business process analysis & design experience, required
One of the following, required: Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow FortiOS or other Firewall Software Experience
Strong verbal and written communication skills
Ability to troubleshoot issues, identify solutions, and appropriately escalate issues, required
Strong analytical, facilitation, documentation, and communication skills, required
Strong project planning, scoping and management skills, required
Strong business process analysis & design and process flow skills, required
Excellent interpersonal and customer relationship skills
Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
Capable of successfully multi-tasking while working independently or within a group environment
Capable of working well under pressure while dealing with unexpected problems in a professional manner
Ability to work well in a cross-functional team environment preferred
Must have excellent organizational and multi-tasking skills

Nice To Haves

Bachelor's degree, with a focus in Information Technology or Computer Science, preferred
Client facing consulting experience, preferred
Project Management Professional, (PMP), preferred
ITIL V3/V4, preferred
Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc), preferred

Responsibilities

Acts as contact regarding all questions and information, including progress, challenges encountered, and issues identified within the NOC
Provides exceptional client service and develops deliverables and/or solutions to issues
Identifies, grows, and maintains relationships with client personnel, including members of client management
Prepares formal and informal presentations for various internal meetings
Reviews and participates in project plans for the improvement of service delivery
Facilitates the project plan making updates as directed by the management team
Manages tasks closely to make sure they are being completed and in a timely manner
Documents information from internal project meetings
Escalates any issues to senior management, as needed
Provides regular status updates on the implementation
Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
Other duties as required
Supervises the day-to-day workload of team members within the NOC
Ensures teams are trained on all relevant software
Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
Acts as mentor to team members, as appropriate