Senior Manager, Systems, Network & MSP Service Desk Operations

STNorporated•Pleasanton, CA

2d•Onsite

About The Position

The Senior Manager, Systems, Network and MSP Service Desk Operations leads the Service Desk, NOC, and SOC support functions and owns the day-to-day administration, availability, and security posture of the systems and network infrastructure supporting internal operations and managed-services customers. The role combines people management with operational discipline across a distributed U.S. and offshore team.

Requirements

7+ years in IT support, managed services, or technical operations, including 3+ years of people management.
5+ years of hands-on system administration across Windows Server and/or Linux, Active Directory, Entra ID, and Microsoft 365.
3+ years hands-on network administration covering routing, switching, VLANs, wireless, VPN, and firewalls.
Experience with virtualization (VMware or Hyper-V), backup and disaster recovery, and patch/vulnerability management.
Experience with managing SLAs, KPIs, ticket quality, and 24/7 or extended-hours operations with distributed or offshore teams.
Strong grounding in ITSM practice (Incident, Problem, Change, Knowledge, Service Level Management) and change control.
Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience.
Candidates must be U.S. Citizens or Permanent Residents.
All applicants must be authorized to work in the United States on a full-time basis.

Nice To Haves

Experience in an MSP, MSSP, hosting, or data-center environment supporting multi-tenant infrastructure.
Experience with Jira Service Management, ServiceNow, ConnectWise, or comparable ITSM/PSA platforms.
Experience with firewall platforms (Palo Alto, Fortinet, Cisco), SD-WAN, NAC/802.1X, or zero-trust initiatives.
Infrastructure automation and scripting experience (PowerShell, Python, Ansible, or Terraform).
Certifications such as AZ-104, MS-102, CCNA/CCNP, Fortinet NSE, PCNSA/PCNSE, VSP, Network+/Security+, or ITLL 4.

Responsibilities

Provide day-to-day operational leadership for Service Desk, NOC, and SOC teams across shifts, time zones, and geographies.
Own SLA attainment, escalation management, ticket hygiene, backlog control, and engineer time-entry compliance.
Develop and report the KPI framework and operational scorecards for support and infrastructure performance.
Oversee Windows and Linux server administration, Active Directory, Entra ID, and Microsoft 365 administration.
Oversee virtualization, cloud IaaS (Azure or AWS), storage, and capacity planning.
Own patch management, endpoint management, vulnerability remediation, and configuration standards.
Own backup, replication, restore testing, and disaster-recovery readiness against RPO/RTO commitments.
Oversee LAN, WAN, wireless, VPN, and firewall administration, including routing, switching, and policy governance.
Own network and system monitoring coverage, alert tuning, capacity trending, and configuration backups.
Own change management for all infrastructure work, including risk assessment, maintenance windows, and rollback planning.
Lead root-cause analysis for escalated systems, network, and priority incidents and drive recurring-issue remediation.
Maintain SOPs, runbooks, topology diagrams, IPAM, and asset/configuration inventory (CMDB).
Manage, coach, and develop support and infrastructure staff, including offshore team leads.
Partner with Engineering, Security, PMO, and Customer Success on service reviews, onboarding, and operational readiness.