NOC Manager

Looking for a new career opportunity? Yearning to work at a business where your work will be impactful! Then consider joining our dynamic and mission-driven team at BlackHawk Data, an innovative women-owned technology integrator based in NYC and New Jersey. Blackhawk Data provides solutions for Networking, Cloud, Collaboration, Data Center, Security, -as-a-Service, and Product Fulfillment. Our growing business supports Managed Services for Network Infrastructure, Collaboration, Security, and Desktop solutions, and offers Assessments, Strategic Planning, and Design & Integration to meet the business needs of our customers.

We are proud to be recognized for our innovative approach and commitment to quality. As a recipient of multiple industry awards, including “CRN 2023 "Solution Provider 500", “Triple Crown Award”, "Fast Growth 150", “Women Of The Channel” check us out at BlackHawk11.com. You can also Connect with us on LinkedIn, Facebook, Twitter, YouTube, and Instagram to learn more.

BlackHawk is also committed to promoting diversity, equity, and inclusion in all aspects of our business, and we encourage applicants of all backgrounds and identities to apply.

Job Title: NOC Manager (Network Operations Center)

Location: East Hanover, NJ, Bohemia, Long Island NY, or NYC options available

BlackHawk Data is seeking a skilled and experienced NOC Manager to join our team. The ideal candidate will be proficient in tier 3 troubleshooting, serving as the escalation point for complex technical issues, and will take a leadership role in team management, acting as a player-coach. The candidate will also be responsible for building processes, policies, and coaching team members to ensure efficient and effective operations. As a NOC Manager, you will have the opportunity to provide exceptional service to our diverse range of clients in industries like Commercial, Healthcare, Financial, Education, and Public-sector.

Responsibilities:

• Oversee the management and assist as needed of all incoming customer tickets, ensuring prompt response and resolution in accordance with SLAs (Service Level Agreements), while providing guidance and support to team members.
• Implement daily preventative maintenance checks and services on managed devices within client infrastructure, coordinating efforts with field personnel to verify repairs and identify recurring system performance issues.
• Directly communicate with customers regarding issues, outages, and maintenance activities, maintaining detailed records within ticketing systems to facilitate efficient issue resolution.
• Maintain customer technical information in alignment with defined documentation standards, ensuring accuracy and completeness.
• Develop and uphold installation and configuration procedures, obtaining and maintaining relevant technical certifications as necessary for team members.
• Oversee as well as handle the management and maintenance of monitoring and alerting systems, identifying opportunities for integration and optimization.
• Act as the escalation point for tier 3 troubleshooting, efficiently resolving complex technical issues and providing mentorship to team members.
• Lead and mentor the team, fostering a collaborative environment and providing guidance on technical skills, problem-solving strategies, and overall performance enhancement.
• Develop and implement processes, policies, and best practices to optimize team performance and ensure the delivery of high-quality services, continuously evaluating and refining procedures to drive efficiency and effectiveness.

Requirements:

• Minimum 5 years of leadership experience in technical support roles, with a focus on event/alert management, incident, and change management processes.
• Minimum 2-3 days on site at East Hanover, NJ, NYC, or Bohemia, LI, NY Office, overseeing team operations and fostering a collaborative environment.
• Extensive expertise in networking technologies, including routers, switches, firewalls, wireless devices, and security protocols.
• Proficiency in network protocols and technologies, encompassing TCP/IP, DNS, DHCP, VLANs, VPNs, and routing protocols (EIGRP, OSPF, BGP), with a strategic approach to network architecture and design.
• Comprehensive understanding of Route/Switch and Wireless technologies, coupled with a proven track record of implementing scalable and resilient network solutions.
• Demonstrated proficiency in Voice/VOIP technologies, managing IP Phones, Voice gateways, and legacy phone systems.
• Previous leadership experience in Help Desk or NOC roles, with Cisco Certification highly valued for managerial oversight.
• Outstanding interpersonal skills, strong work ethic, and effective communication abilities, with a focus on building and motivating high-performing teams.
• Proactive approach to problem-solving and troubleshooting techniques, with a strategic mindset to anticipate and mitigate potential issues.
• 5 years of managerial experience in systems engineering or related IT roles, with a hands-on approach to desktop support aligned with stated technologies.
• In-depth knowledge of Microsoft ecosystems, cloud services (Azure & AWS), VMware technologies, and various server technologies, leveraging technology trends to drive innovation and efficiency.
• Strong understanding of the Fortinet product suite, including FortiGate’s, FortiManager, and FortiSwitches, with a focus on security-centric network design and implementation.
• Thorough understanding of the Cisco product suite, encompassing catalyst, nexus, and WAN routers, with an emphasis on optimizing network performance and reliability.
• Ability to lead and participate in an on-call rotation covering 24/7 support model, ensuring continuous availability and responsiveness to critical incidents.

Desired:

• An active Fortinet NSE-4 certification
• An active Cisco CCNA, CCNP certification
• Any course certifications/accreditation
• Any equivalent certification (Palo, Arista, F5 etc.)

Be a part of our Visionary team and make a meaningful impact on the technology industry. Apply today!