Network Operations Manager

3 weeks ago


Valrico, Florida, United States Vaco Full time
Key Responsibilities: As a Technical Support Director, your primary focus will be on leading our Network Operations Center (NOC) team, ensuring seamless daily operations, and maintaining exceptional customer satisfaction. Your key responsibilities will include:
* Team leadership: Oversee a team of technicians in network and application support, providing guidance and supervision when needed.
* Operational management: Manage day-to-day activities of the NOC, ensuring efficient and effective workflow.
* Employee development: Facilitate employee skills development and involve yourself in hiring decisions to maintain a high-performing team.
* Escalation management: Resolve customer escalations promptly and professionally, while maintaining open communication channels with customers and vendors.
* Vendor management: Collaborate with vendor partners to ensure mutual understanding and productive relationships.
* Customer engagement: Lead customer engagements regarding Technical Support with NetWolves customers, addressing their needs and concerns effectively.
* Work schedule flexibility: Be prepared to adapt to changing work schedules, including on-call status as necessary.
* Problem logging and reporting: Accurately log and resolve problems in a timely manner, maintaining detailed records of issues and resolutions.

Requirements: To excel in this role, you should possess the following qualities and experience:
* Minimum 10 years' experience in Managed Services, Internet, and data/telecommunication services
* Minimum 15 years of experience as a Manager or Supervisor leading an enterprise-level NOC, carrier, or ISP technical support center
* Strong customer service and complaint resolution skills
* Cisco certification CCNT or CCNA
* Experience with PC's, application software support
* Technical expertise in TCP/IP network protocol
* Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
* Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
* Able to analyze spreadsheets and formulate action plans
* Strong Microsoft Office Suite knowledge
* College Degree or equivalent business experience and/or vendor certifications

What We Offer: As a valued member of our team, you can expect a comprehensive compensation package, including a competitive salary range of $120,000 - $180,000 per year, depending on experience and qualifications. You will also enjoy a generous benefits package, opportunities for professional growth and development, and a dynamic work environment that values diversity, inclusion, and work-life balance.

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