Network Operations Center (NOC) Deputy Manager

Network Operations Center (NOC) Deputy ManagerUnder the guidance and management of the Director of Technical Services, the Network Operations Center (NOC) Deputy Manager ensures exceptional service for managed services customers and drives employee engagement for NOC/Service Desk staff members. He or she will coordinate the daily activities of NOC/Service Desk staff; orient, train, and mentor staff; monitor incident management queues; address client escalation issues and interface with clients as needed. The Deputy NOC/Service Desk Manager is expected to be process-oriented and accountable for the overall success of the Network Operation Center.RequirementsResponsibilities also include: • Manage NOC/Service Desk team consisting of up to 24 watch-standers • Communicate policies, expectations, and feedback to NOC/Service Desk staff • Facilitate a high-performance team environment and employee engagement • Provide performance feedback and corrective action to direct staff • Lead activities of NOC/Service Desk staff to diagnose and resolve client problems • Guide NOC/Service Desk staff on diagnosis of potential problems and resolutions. • Field escalated customer issues and resolve or refer to specialized experts as needed • Guide and coordinate projects requiring scheduling • Monitor and report the status of tickets and tasks assigned to the NOC/Service Desk and ensuring items are coordinated, logged, tracked, and resolved appropriately. • Provide input on process improvements and contribute to the technology road map for the strategic plan. • Perform metrics trend analysis and reporting, guide resultant process improvement. • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards. • Provide guidance and training; may guide other staff • Work support tickets as needed • Evaluate and provide input regarding employee performance • Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience • Maintain NOC/Service Desk schedule for a 24x7 365 with TPI Experience Requirements: • Experience managing/supervising a NOC/Service Desk environment • Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers • Must be able to manage multiple priorities in an efficient manner • Understanding of general help desk procedures, company processes, etc. • Ability to design and implement effective policies to achieve consistent team results. • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices Technical Skills/Competencies:• Excellent computer proficiency (MS Office - Word, Excel and Outlook) • Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred. • Familiarity with help desk ticketing systems (Altiris) required. • Supervisory Skills/Competencies: - Ability to interview and select employees in accordance with company guidelines and EEOC commitments- Ability to coordinate and facilitate staff training - Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed Other Requirements: • This position requires a Top-Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment. • Familiar with HP monitoring solutions preferredCompany Overview:Node.Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.Our Core Values help us in our mission. They include:OUR CORE VALUES**Identifying the~RIGHT PEOPLE~and developing them to their full capabilities****Our customer''s ''Mission'' is our ''Mission''. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner****We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence****Our mantra is ''~Simple*Secure*Speed~'' in delivery of innovative services and solutions**Benefits Medical (90% Coverage for Employee) Dental Vision Basic Life (100% Coverage for Employee) Long Term Disability (100% Coverage for Employee) Health Saving Account 401K Three weeks of PTO 10 Paid Holidays Pre-Approved Online Training

Created: 2025-10-04