Director of Network Operations

ProInfoNet is seeking an experienced and strategic Director of Network Operations to lead our Network Operations Center (NOC) and oversee all aspects of service delivery, network monitoring, and operational excellence. This role is central to ensuring the performance, reliability, and scalability of our managed network environments, including those supporting the New England Telehealth Consortium (NETC).

The Director will partner with our current NOC Manager during a planned transition period and will ultimately assume full operational leadership. We are seeking a leader with deep networking expertise, strong communication skills, and a proven ability to build and develop high-performing technical teams.

Key Responsibilities

• Lead, mentor, and develop a high-performing NOC team, including Tier 1–3 technicians and shift leads.

• Oversee NOC operations, incident management, SLA compliance, and proactive monitoring.

• Foster a culture of accountability, precision, and operational excellence.

• Plan and manage 24/7/365 staffing, scheduling, and workload distribution.

• Develop and maintain operational standards, documentation, and escalation paths.

• Implement monitoring and automation improvements to reduce MTTD and MTTR.

• Collaborate with Engineering, Field Services, and Project Management teams.

• Support onboarding and operational readiness for new technologies such as SD-WAN and EVPN.

• Partner with executive leadership to establish KPIs, goals, and operational strategy.

• Manage vendor relationships, carrier escalations, and service contracts.

• Provide data-driven reporting on performance, incidents, capacity, and resource utilization.

• Document workflows and knowledge during the leadership transition.

• Evaluate and optimize team structure to support growth and operational maturity.

Required Qualifications

• 8 years in network operations, infrastructure management, or service provider environments

• 3 years in a leadership or NOC management role

• Strong understanding of routing and switching (BGP, OSPF, MPLS, VRF/EVPN)

• Experience leading teams in 24/7 operational environments

• Hands-on experience with monitoring and automation tools (PRTG, SolarWinds, LogicMonitor, etc.)

• Excellent communication, leadership, and organizational skills

• Analytical mindset with a focus on KPIs, data, and continuous improvement

Preferred Qualifications

• Bachelor’s degree in Information Technology, Network Engineering, or related field (or equivalent experience)

• Professional certifications such as CCNP, JNCIP, or equivalent

• Experience supporting healthcare networks or federally subsidized networks (RHC, E-Rate)

• Familiarity with SD-WAN and enterprise edge platforms such as Versa, Fortinet, or Cisco

• Background in managed services, multi-tenant environments, or service provider operations

Why Work at ProInfoNet

ProInfoNet is a mission-driven IT consulting and managed services organization supporting clients across Maine and New England. Our work strengthens critical connectivity, particularly in healthcare and community-based environments. We offer a collaborative, supportive culture where employees are encouraged to grow professionally while maintaining work-life balance.

Benefits

• Competitive wages based on experience

• Generous paid time off and paid holidays

• 85% company-paid health insurance

• 50% company-paid dental and vision insurance

• Company-paid short-term disability

• Company-paid identity protection coverage

• Excellent retirement plan with a generous company contribution