Technical Support Manager (24/7 NOC & Service Operations)

Job Description

Job Description

We’re looking for a Technical Support Manager who knows how to run a tight ship without losing the human touch. This role owns day-to-day support operations, leads a distributed team, and ensures world-class customer experience through disciplined ITIL-based processes, strong incident management, clearly defined SLAs, and 24/7 NOC oversight.

If you’re sharp, decisive, customer-obsessed, and comfortable leading from the front—this is your lane.

• Lead, coach, and develop a support team across multiple U.S. locations, including 24/7 NOC operations
  

• Oversee and manage 24/7 Network Operations Center (NOC) support to ensure continuous system availability and rapid response to incidents
  

• Own incident management, escalation paths, root cause analysis, and post-incident reviews
  

• Establish, manage, and continuously improve SLAs to ensure service excellence across all shifts
  

• Apply ITIL best practices to service desk operations, NOC workflows, and process optimization
  

• Ensure round-the-clock monitoring, alert management, and operational readiness
  

• Act as the voice of the customer—balancing business needs with user experience
  

• Partner with internal stakeholders and leadership to align support strategy with business goals
  

• Track KPIs, performance metrics, and team effectiveness; drive accountability without micromanaging
  

• Create a culture of ownership, responsiveness, and continuous improvement
  

• 5–8 years of experience in IT Support, Service Desk, or Technical Operations roles
  

• Proven experience as a Technical Support Manager, IT Support Manager, Service Desk Manager, or NOC Manager
  

• Strong background in ITIL, SLA management, incident management, and 24/7 operational environments
  

• Experience managing distributed teams and shift-based operations (10+ direct reports preferred)
  

• Highly customer-centric mindset with the ability to de-escalate and solve complex technical issues
  

• Comfortable managing both technical and people challenges simultaneously
  

• Clear communicator who can lead confidently in high-pressure situations
  

• On-site presence required—this role leads from the floor, not from Slack
  

• High-visibility leadership position
  

• Direct impact on customer satisfaction, uptime, and operational excellence
  

• Ownership of 24/7 service delivery and NOC performance
  

• Stable, on-site team with room to build, improve, and lead decisively
  

• Opportunity for someone who wants ownership—not babysitting