NOC Manager
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Location: Raleigh, NC
Essential Job Duties:
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.
Primary Duties are as follows:
(50%) Network Operations Service Desk Management
- 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 Work/Responsibilities:
- Other duties as assigned.
Minimum Experience/Education:
- 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
Required Qualifications:
- 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)
Preferred Qualifications:
- 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
Required License or Certification:
N/A
AA/EEO Statement:
NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
