Senior Network Operations Lead

Job Description: Network Operations Lead Position Summary:

The Network Operations Lead is a hybrid technical and operational role responsible for maintaining the integrity, performance, and security of the organization's network infrastructure. This position also serves as a senior escalation point for help desk tickets, ensuring timely resolution of user issues while contributing to broader network strategy and reliability.

Key Responsibilities: Network Infrastructure

• Configure, maintain, and troubleshoot routers, switches, firewalls, and wireless access points.
• Monitor network performance and implement improvements to optimize uptime and reliability.
• Manage network documentation, including topology maps, configurations, and change logs.
• Assist with network upgrades, patching, and hardware/software lifecycle management.
  
  

Help Desk & User Support

• Resolve help desk tickets related to network and connectivity issues.
• Resolve complex technical problems involving VPNs, DNS, DHCP, and access control.
• Provide hands-on support for desktop, printer, and peripheral network issues.
• Collaborate with help desk staff to improve ticket triage and resolution workflows.
  
  

Security & Compliance

• Implement and monitor network security protocols including firewalls, antivirus, and intrusion detection.
• Ensure compliance with internal IT policies and external regulatory standards.
• Support disaster recovery planning and data backup procedures.
  
  

Reporting & Collaboration

• Track and report on network health, ticket resolution metrics, and user satisfaction.
• Liaise with vendors for hardware/software support and procurement.
• Work closely with IT leadership to align network operations with business goals.
  
  

Qualifications:

• 5 years of experience in network administration or technical support.
• Strong understanding of LAN/WAN, TCP/IP, DNS, DHCP, and network troubleshooting.
• Experience with help desk systems (e.g., ServiceNow, Zendesk) and ticket workflows.
• Certifications such as CompTIA Network , CCNA, or equivalent preferred.
• Excellent communication and documentation skills.
  
  

Ideal Candidate Profile:

• Thrives in hands-on technical environments.
• Comfortable juggling network responsibilities and user support.
• Capable of mentoring other technicians and improving support processes.