Position Summary

The Network Operations Center Manager is responsible for the development, monitoring, and enforcement of DartPoints’ customer service and service delivery policies and processes. The NOC Manager is responsible for working in a 24x7x365 team environment to ensure the satisfaction of DartPoints’ growing customer base. The Manager will also be a crucial member of the corporate team and will work across all of DartPoints’ data center facilities.

Primary Responsibilities

• Development and implementation of Technical Support policies and processes
• Work in a team environment (24x7x365) to deliver exceptional customer support and responsiveness across all DartPoints facilities
• Implementation and enforcement of technical support processes
• Provide regular feedback sessions with staff to promote a positive leadership environment
• Multi-site management to ensure consistent execution of Level 1 and 2 technical support to DartPoints’ customers
• Provide Quality Assurance documentation and staff feedback for ticket handling and escalations
• Review and follow up with results from Customer Satisfaction feedback forms
• Management and enhancement of customer equipment installation and technical service delivery process
• Management of customer notification procedures, including emergency management procedures
• Adherence to established DartPoints SLAs and Technical Support KPIs
• Provide on-call rotation support for NOC escalations
• Maintain a working level of proficiency with all DartPoints services
• Other duties as assigned by your Director

Qualifications

• Education: (Required)
• High School Diploma and college course work in related field or equivalent work experience
• 4-year College Degree in Computer Science, Management Information Systems, Business, or equivalent (Preferred)
• Related Work Experience: (Required)
• Technical Support, Help Desk or Data Center experience – 3 - 5 years
• Experience with EM7, Connect Wise, or other ITSM applications – 2 years
• Troubleshooting process and procedures – 3 - 5 years
• Strong technical skills sufficient to understand DartPoints’ service offerings
• Excellent verbal and written communications skills
• Strong attention to detail, making and keeping commitments and meeting deadlines
• Excellent people and proactive communication skills
• Working Conditions: (Required)
• Must be able to work flexible day, evening hours, and weekends
• Must be able to climb ladders and assist with installations
• Must be able to lift equipment and packages of 50lbs or greater
• Exposure to moderate noise levels

The following criteria apply to all positions:

• Employees must complete individual quarterly objectives as assigned
• Employees must demonstrate commitment to all corporate core values: Customers First, Integrity, Initiative, Problem-Solving

Disclaimer: This job description has been designed to indicate the general nature and level of work performed by employees within this position and may change at any time with or without notice. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.