Network Operations Center Manager

Department: Management
Location: Boston, MA

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Is customer service an obsession for you? Are your ready for your next big challenge? Are you prepared to push yourself to the limit and take your career to a new level? Do you have what it takes to lead a great team to new heights in this rapidly changing field of IT services? Well what are you waiting for? Call us now before someone else takes your new job!

Since 1994, iCorps Technologies has delivered outstanding managed services and IT consulting to a wide range of amazing clients -- from small/mid-sized businesses to enterprise-level companies across several prominent industries. We pride ourselves on hiring only the best and brightest. It’s time to step out of your comfort zone and into an exhilarating position with a rapidly growing high tech company that has awesome people, loyal customers, and an outstanding reputation for service excellence.

Job Description:

In this newly created, hands-on position that will report to the Director of Operations, the NOC Manager will oversee iCorps’ network operations center to ensure we deliver the highest levels of client satisfaction. Responsibilities include – but are not limited to – developing performance-based metrics to ensure service level agreements are being met, delivering internal training, developing best practices and policies, building and enhancing the college coop program, providing technical direction and escalation, scheduling of all shifts and oversight to the network operations team, as well as supporting internal IT systems.

The NOC plays a crucial role at iCorps maintaining our comprehensive knowledgebase, serving our customer’s technology needs between visits, and monitoring their networks 24x7x365.

Responsibilities:
  • Ensures team surpasses customer expectations
  • Develop a team work environment to best leverage individuals capabilities
  • Develop and manage shift schedules, assess resource requirements, hire and develop personnel
  • Tier I and Tier II Help Desk Support with Tier III abilities
  • Oversee day-to-day NOC operations and escalations
  • Establish a strong working relationship with the consulting team and other key stakeholders within the company
  • Assists in the implementation and installation of new service offerings and meets SLAs for rolling out service offerings to clients
  • Monitors service calls to observe help desk staff's demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
  • Monitor and analyze productivity of help desk staff; generates reports based on analysis
  • Generate monthly reports for customers and management
  • Minimize needs for after-hours / weekend support by implementing tools and maintaining iCorps’ infrastructure
Required Skills/Experience:
  • Manage a Network Operation Center (NOC)
  • Ensures team surpasses customer expectations
  • Develop a team work environment to best leverage individuals capabilities
  • Develop and manage shift schedules, assess resource requirements, hire and develop personnel
  • Tier I and Tier II Help Desk Support with Tier III abilities
  • Oversee day-to-day NOC operations and escalations
  • Establish a strong working relationship with the consulting team and other key stakeholders within the company
  • Assists in the implementation and installation of new service offerings and meets SLAs for rolling out service offerings to clients
  • Monitors service calls to observe help desk staff's demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
  • Monitor and analyze productivity of help desk staff; generates reports based on analysis
  • Generate monthly reports for customers and management
  • Minimize needs for after-hours / weekend support by implementing tools and maintaining iCorps’ infrastructure

We offer competitive salary, benefits package, and the opportunity to join a strong and growing organization.

For more information please visit our website at www.icorps.com or send your resume and salary requirements to hr@icorps.com

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