NOC and Help Desk Manager for Managed Services

August 28, 2024

Nearlinx

San José

FULL TIME

The NOC and Help Desk Manager are pivotal in overseeing the day-to-day operations of our Tier 1 Network Operations Center (NOC) and Help Desk support for Office 365. This position requires a blend of technical expertise, leadership skills, and a deep understanding of managed services operations. The ideal candidate will ensure high-quality service delivery, manage team performance, and drive continuous improvement to meet and exceed service level agreements (SLAs).
Key Responsibilities:

Lead and manage the Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to SLAs.
Oversee the Help Desk operations for Office 365 support, providing guidance and troubleshooting to resolve issues efficiently.
Develop and maintain operational procedures and documentation for the NOC and Help Desk activities.
Monitor performance metrics, including response times, ticket resolution, and customer satisfaction, implementing strategies for improvement.
Coordinate with vendors and internal stakeholders to optimize tool utilization, ensuring tools are leveraged effectively for monitoring and incident management.
Conduct regular training sessions for staff on new technologies, best practices, and customer service excellence.
Manage staffing levels, including hiring, training, and NOC and Help Desk personnel performance evaluation.
Drive efforts to restore normal service operations promptly while meeting SLAs.
Maintain a deep understanding of customers' services and solutions.
Maintain clear, concise, and professional communication efficiency.
Ensure compliance with Service Operations processes and associated metrics.
Generate necessary statistics and management reports.
Manage work allocation and workload balance effectively.

Qualifications:

Proven experience managing NOC and Help Desk teams, preferably in a managed services environment.
Strong technical background with expertise in network operations, Office 365, and ITIL best practices.
Ability to analyze performance metrics and implement strategies for service improvement.
Experience in fault diagnosis/troubleshooting and fulfilling requests.
Excellent knowledge of ITSM tools (Siebel, Remedy, Service Now, Clarify, HEAT, Autotask,etc).
BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (desirable).
ITIL Foundation (desirable).
Microsoft 365 Certified: Fundamentals (preferred).
Microsoft 365 Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Teams Support Engineer Associate (desirable).
CCENT knowledge, Network+ or equivalent (complete or in progress) (desirable).
CCNA certification (desirable).