NOC Manager

Job Summary:

The Network Operations (NOC) Manager will lead the NOC Team within Managed Services practice. This position is a multi-faceted, challenging role that requires excellent attention to detail, the ability to effectively communicate and influence clients, develop relationships with technical and business contacts, coordinate delivering, operations and project resources, and follow tasks through to completion. The Firm provides comprehensive managed services to growing mid-market organizations. Our solutions range from cloud/infrastructure managed services, to end user service desk, to full outsourcing of IT.

Job Duties:

• Acts as contact regarding all questions and information, including progress, challenges encountered, and issues identified within the NOC
• Provides exceptional client service and develops deliverables and/or solutions to issues
• Identifies, grows, and maintains relationships with client personnel, including members of client management
• Prepares formal and informal presentations for various internal meetings
• Reviews and participates in project plans for the improvement of service delivery
• Facilitates the project plan making updates as directed by the management team
• Manages tasks closely to make sure they are being completed and in a timely manner
• Documents information from internal project meetings
• Escalates any issues to senior management, as needed
• Provides regular status updates on the implementation
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of team members within the NOC
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Qualifications, Knowledge, Skills and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor’s degree, with a focus in Information Technology or Computer Science, preferred

Experience:

• Five (5) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required
• Five (5) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, etc.), required
• Three (3) or more years of experience leading small teams within the network operations center, service desk or help desk environment, required
• Experience troubleshooting issues, identifying solutions, and appropriately escalating, required.
• Experience with project planning, scoping and management skills, required
• Business process analysis & design experience, required
• Client facing consulting experience, preferred

Licenses/Certifications:

• Project Management Professional, (PMP), preferred
• ITIL V3/V4, preferred

Software:

• One of the following, required:
  • Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
  • Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
  • FortiOS or other Firewall Software Experience
• Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc), preferred

Other Knowledge, Skills & Abilities:

• Strong verbal and written communication skills
• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues, required
• Strong analytical, facilitation, documentation, and communication skills, required
• Strong project planning, scoping and management skills, required
• Strong business process analysis & design and process flow skills, required
• Excellent interpersonal and customer relationship skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of successfully multi-tasking while working independently or within a group environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to work well in a cross-functional team environment preferred
• Must have excellent organizational and multi-tasking skills

Keywords: Network Operations Center, NOC, Manager, Azure, Service Delivery, Lead, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Escalate, Facilitate, Supervise.

Join us at BDO, where you will find more than a career, you’ll find a place where your work is impactful, and you are valued for your individuality. We offer flexibility and opportunities for advancement. Our culture is centered around making meaningful connections, approaching interactions with curiosity, and being true to yourself, all while making a positive difference in the world.

At BDO, our purpose of helping people thrive every day is at the heart of everything we do. Together, we are focused on delivering exceptional and sustainable outcomes and value for our people, our clients, and our communities. BDO is proud to be an ESOP company, reflecting a culture that puts people first, by sharing financially in our growth in value with our U.S. team. BDO professionals provide assurance, tax and advisory services for a diverse range of clients across the U.S. and in over 160 countries through our global organization.

BDO is the first large accounting and advisory organization to implement an Employee Stock Ownership Plan (ESOP). A qualified retirement plan, the ESOP offers participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits* offerings. The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions.

We are committed to delivering exceptional experiences to middle market leaders by sharing insight-driven perspectives, helping companies take business as usual to better than usual. With industry knowledge and experience, a breadth and depth of resources, and unwavering commitment to quality, we pride ourselves on:

• Welcoming diverse perspectives and understanding the experience of our professionals and clients
• Empowering team members to explore their full potential
• Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
• Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
• Focus on resilience and sustainability to positively impact our people, clients, and communities
• BDO Total Rewards that encompass so much more than traditional “benefits.” Click here to find out more!

• Benefits may be subject to eligibility requirements.

Equal Opportunity Employer, including disability/vets