NOC Manager

Description

NOC Manager 

BUSINESS UNIT: BeyondReach 

FUNCTION: Service Delivery 

REPORTS TO: Director of Service Delivery

CLASSIFICATION: Exempt  

LOCATION: Cedar Rapids, Iowa 

EDUCATION: Preferred ITIL certified, Industry standard technology degree

EXPERIENCE: 5+ year’s IT experience plus experience leading others  

Who We Are Looking For

BeyondReach, a CCR company, provides connectivity to any location, no matter how remote or complex, specializing in the hard-to-reach locations.  We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision.  Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast paced environment and delivers results with confidence, collaboration and determination.

  
Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. 

As NOC Manager this role will lead the NOC Team and ensure we are delivering excellent customer service while delivering on our promise and target financials. Additionally, this role will be responsible for the day-to-day coaching development of the NOC Team, optimizing processes and procedures as well as interfacing regularly with our vendors.

What You’ll Accomplish and Experience? 

• Responsible for leading team structure and staffing needs
• Deliver NOC services through ticketing, uptime, response, and Service Level Agreements (SLAs) according to client      expectations
• Deliver on-time high-quality operational outcomes to clients
• Identify and apply techniques for monitoring and continuously improving the quality of functions or processes related to NOC service delivery
• Ensure technology services and infrastructure plans are in place to deliver agreed capacity and performance targets in a cost-effective and timely manner
• Solve customer escalations and attend scheduled client meetings to provide SLA performance updates and identify value-add opportunities
• Manage the lifecycle and root cause analysis of all service problems to prevent incidents from recurring or minimize their impact
• Maintain familiarity with all offered products and services, contributing to their evolution
• Develop and execute NOC plans, including evaluating processes and procedures to optimize product and service delivery efficiency
• Coach team members for performance and accountability

Desirable Previous Experience? 

• Experience managing network infrastructure and troubleshooting (Firewalls, DHCP, DNS, NTP, LDAP, SSL, VPN, etc.)
• Strong operational experience with DNS, TCP/IP including IP Addressing and subnetting, network connectivity, LAN and WAN architectures, etc.
• Defined and refined processes to enhance client, vendor, or employee experiences
• Experience managing a network operations center or Service Desk function, including contractor management for field technician resources, SOP development, job description writing, and technician filtering
• Broad technical knowledge with an emphasis on networking
• Experience developing and managing ticketing and monitoring systems accountable to customer inquiries, portals, and SLAs
• Leadership experience with previous budget ownership preferred
• Ability to influence and collaborate cross-functionally (Sales and Service Delivery)
• Strong analytical skills and systems mindset to develop strategies, tactics, and use tools like dashboards and reports for NOC improvement

Why BeyondReach 

Our parent company CCR, is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA.  Our achievements include:   

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index® precision benchmark.
• Nationally recognized as “Great Place to Work” – 10 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 13x top 100 listing on MSP Mentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion 
• 4x TAI IT Service Provider of the Year

Learn more about CCR and our values: https://ccr.net/about-us/ 

Learn more about BeyondReach: https://www.beyondreach.com 

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for onsite employees, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.  

Learn about our culture: https://www.greatplacetowork.com/certified-company/1206043