Manager Network Operations Center

Job Overview

At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work… and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast‑paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How You’ll Make An Impact

As the Manager, NOC you will oversee the Network Operations Center department and ensure it delivers on its expectations. These include responding and remediating issues on a day‑to‑day basis with rotating shifts to ensure full coverage. By working with the team to ensure consistent delivery of services including connectivity, functionality, and operation. Work closely with various operation teams and provide valuable feedback to support the design, functionality, and workflows required to maintain environment uptime and provide quick identification of issues.

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).
• Work Schedule: Friday – Monday, 5pm – 4am EST

What You Will Be Doing

• Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations.
• Manage priority incidents while overseeing technicians and reporting results to customers and management.
• Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met.
• Ensure all automated alerts and related cases are addressed according to service level agreement (SLA).
• Mentor and train team members, fostering professional development and enhancing their technical knowledge.
• Hold team members accountable for achieving established KPIs and take proactive measures to address any performance deficiencies.
• Oversee the complete employee life cycle within the NOC, including hiring, setting performance goals, conducting reviews, providing feedback, implementing improvement plans, and taking appropriate disciplinary action according to established procedures and company policies.
• Build and maintain a robust operational structure that supports 24/7 operations adhering to established SOPs.
• Ensure departmental growth and scaling to meet evolving needs.
• Continuously improve overall department performance through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives.
• Perform other related duties as assigned.

Job Performance Metrics

• Team Utilization and availability
• Team and individual responsiveness
• Total team tickets resolved
• Total team tickets handled

You’ll Be Successful In This Role If You Have

• 3-5 years of experience in the field of Information Technology
• 1-3 years of experience managing a technical team.
• Great communication skills both spoken and written.
• Strong troubleshooting and problem‑solving capabilities.
• Ability to communicate and cooperate with various departments in order to obtain information needed.
• Good customer‑facing mannerisms and communication.
• Ability to work under pressure, while maintaining a tactful and professional demeanor.
• Ability to operate independently while maintaining key performance numbers.
• Solid understanding of ConnectWise automate functionality including, but not limited to, creating basic scripts, management of computer groups, executing scripts and data exports.
• This role involves extended periods of sitting or standing and regular use of computers and office equipment.

Required Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Benefits And Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company‑matched contributions 4% match on 5% contribution – no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short‑Term (voluntary enrollment) and Long‑Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program – cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry‑Leading Talent

The base pay range for this position is expected to be between $65,000 and $85,000 per year, plus an annual on‑target bonus of 5‑10%. The base pay offered may vary depending on multiple non‑discriminatory factors including, but not limited to, market location, job‑related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Exempt

Work Authorization Criteria:
Standard: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements And Remote Work Policy: Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password‑protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi‑Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem‑solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 3/18/26.