Overview

The Senior Manager, Systems, Network and MSP Service Desk Operations leads the Service Desk, NOC, and SOC

support functions and owns the day-to-day administration, availability, and security posture of the systems and network

infrastructure supporting internal operations and managed-services customers. The role combines people

management with operational discipline across a distributed U.S. and offshore team.

Key Responsibilities

Service Desk, NOC & SOC Operations
• Provide day-to-day operational leadership for Service Desk, NOC, and SOC teams across shifts, time zones,

and geographies.
• Own SLA attainment, escalation management, ticket hygiene, backlog control, and engineer time-entry

compliance.
• Develop and report the KPI framework and operational scorecards for support and infrastructure performance.

Systems, Cloud & Infrastructure Management
• Oversee Windows and Linux server administration, Active Directory, Entra ID, and Microsoft 365 administration.
• Oversee virtualization, cloud IaaS (Azure or AWS), storage, and capacity planning.
• Own patch management, endpoint management, vulnerability remediation, and configuration standards.
• Own backup, replication, restore testing, and disaster-recovery readiness against RPO/RTO commitments.

Network Operations & Monitoring
• Oversee LAN, WAN, wireless, VPN, and firewall administration, including routing, switching, and policy

governance.
• Own network and system monitoring coverage, alert tuning, capacity trending, and configuration backups.

Operational Governance & Service Management
• Own change management for all infrastructure work, including risk assessment, maintenance windows, and

rollback planning.
• Lead root-cause analysis for escalated systems, network, and priority incidents and drive recurring-issue

remediation.
• Maintain SOPs, runbooks, topology diagrams, IPAM, and asset/configuration inventory (CMDB).

Leadership & Cross-Functional Collaboration
• Manage, coach, and develop support and infrastructure staff, including offshore team leads.• Partner with Engineering, Security, PMO, and Customer Success on service reviews, onboarding, and

operational readiness.

Experience & Qualifications

Required
• 7+ years in IT support, managed services, or technical operations, including 3+ years of people management.
• 5+ years of hands-on system administration across Windows Server and/or Linux, Active Directory, Entra ID, and

Microsoft 365.
• 3+ years hands-on network administration covering routing, switching, VLANs, wireless, VPN, and firewalls.
• Experience with virtualization (VMware or Hyper-V), backup and disaster recovery, and patch/vulnerability

management.
• Experience with managing SLAs, KPIs, ticket quality, and 24/7 or extended-hours operations with distributed or

offshore teams.
• Strong grounding in ITSM practice (Incident, Problem, Change, Knowledge, Service Level Management) and

change control.
• Bachelor's Degree in Information Technology, Computer Science, or equivalent experience.

Preferred
• Experience in an MSP, MSSP, hosting, or data-center environment supporting multi-tenant infrastructure.
• Experience with Jira Service Management, ServiceNow, ConnectWise, or comparable ITSM/PSA platforms.
• Experience with firewall platforms (Palo Alto, Fortinet, Cisco), SD-WAN, NAC/802.1X, or zero-trust initiatives.
• Infrastructure automation and scripting experience (PowerShell, Python, Ansible, or Terraform).
• Certifications such as AZ-104, MS-102, CCNA/CCNP, Fortinet NSE, PCNSA/PCNSE, VSP, Network+/Security+, or

ITLL 4.

Compensation
• Full-Time, Exempt
• $180,000 - $240,000/year, DOE

Benefits
• Health Coverage - Medical, Dental & Vision
• FSA Health and Dependent Care available
• 401(k) Plan
• Unlimited Paid Time Off (PTO)
• Observed Holidays Paid
• Cell Phone Allowance
• Collaborative, growth-driven culture

Candidates must be U.S. Citizens or Permanent Residents. We are unable to provide sponsorship at this time.