The Network Operations Center (NOC) Manager is responsible for overseeing the development and operation of the NOC team, ensuring the efficient monitoring, management, and troubleshooting of client networks and IT infrastructure of our managed services customers. This role involves leading a team of engineers, optimizing processes, managing incidents, and ensuring the delivery of high-quality service to customers.

The NOC Manager ensures that systems and networks run smoothly, minimizing downtime and proactively addressing any issues or vulnerabilities. They will work closely with internal teams, clients, and vendors to resolve complex network problems and improve service delivery.

This is an in-office position based out of our headquarters in Overland Park, KS.

Responsibilities:

• Lead, mentor, and develop a team of NOC technicians and engineers, ensuring a high level of technical competency and customer service
• Set performance goals, conduct regular one-on-one meetings, and provide ongoing coaching and development opportunities
• Foster a culture of collaboration, accountability, and proactive problem-solving
• Manage shift schedules and on-call rotations to ensure 24/7 coverage of the NOC
• Work closely with Service Dispatcher in coordination of assigning tickets to NOC team members
• Oversee real-time monitoring of client networks, systems, and applications using NOC tools and technologies
• Ensure timely identification, escalation, and resolution of network incidents, including outages, slowdowns, and hardware failures
• Ensure all incidents are documented in the ticketing system and follow through on resolutions
• Ensure that all client Service Level Agreements (SLAs) are met and exceeded with respect to network uptime, issue resolution time, and customer support
• Coordinate with other teams (e.g., engineering, support) to ensure efficient and effective service delivery
• Develop and implement NOC processes, procedures, and best practices to improve team performance, service quality, and incident resolution times
• Continuously evaluate and enhance NOC tools, technologies, and methodologies to stay ahead of industry standards
• Ensure that NOC team members follow established operational guidelines for network monitoring, escalation, and remediation
• Oversee network maintenance tasks such as patch management, updates, and security configuration for client systems
• Maintain detailed logs of all incidents, activities, and network status for reporting and future analysis
• Ensure compliance with internal and external audit requirements
• Bachelor's degree in Information Technology, Computer Science, Network Engineering, or a related field; equivalent work experience is acceptable
• 5+ years of system engineer experience with in-depth knowledge of system engineering technologies including Windows Server, Linux, VMware, Nutanix, Citrix, Intune, etc.
• Experience with monitoring tools including Zabbix, ControlUp, or similar
• Proven experience leading and managing technical teams in a 24/7 service environment
• Strong background in incident management, problem resolution, and escalation procedures
• Certifications in network security or cloud platforms (AWS, Azure) are a plus
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V)
• Understanding of network security principles and best practices
• Strong leadership and team management abilities
• Excellent communication skills, with the ability to explain technical issues to non-technical stakeholders
• Ability to manage high-pressure situations and prioritize effectively
• Problem-solving and critical thinking capabilities

Managed Services Requirements & Expectations:

• Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
• Perform after-hours duties on an on-call rotation and as-needed basis
• Assist the team where required by actively working on customer issues, handling calls, assisting other team members in issue resolution, etc.
• Contribute to the ongoing development of the Managed Service function by sharing knowledge, experience, and expertise with other team members
• Interact with the Service Delivery Team, Professional Services Engineers, and Account Managers to provide our customers with the Choice Experience
• Must directly interact with various customers
• Ability to work within a team, both in-person and virtual media outlets for remote contacts
• Capable of managing own workload with minimal supervision to meet tight deadlines
• Detail-oriented and process driven and to see tickets through to resolution and/or escalation

Choice Solutions Requirements & Expectations:

• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible, and a team player
• Personal dedication to training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communications skills
• Professional appearance, attitude, and communication
• Timely delivery of required internal documents such as time sheets and expense reports
• Maintain confidentiality in all aspects of client, staff, and agency information
• Able to deal with challenges and issues in a professional and supportive manner