NOC and Help Desk Manager for Managed Services

Position Overview:
The NOC and Help Desk Manager are pivotal in overseeing the day-to-day operations of our Tier 1 Network Operations Center (NOC) and Help Desk support for Office 365. This position requires a blend of technical expertise, leadership skills, and a deep understanding of managed services operations. The ideal candidate will ensure high-quality service delivery, manage team performance, and drive continuous improvement to meet and exceed service level agreements (SLAs).

Key Responsibilities:
• Lead and manage the Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to SLAs.
• Oversee the Help Desk operations for Office 365 support, providing guidance and troubleshooting to resolve issues efficiently.
• Develop and maintain operational procedures and documentation for the NOC and Help Desk activities.
• Monitor performance metrics, including response times, ticket resolution, and customer satisfaction, implementing strategies for improvement.
• Coordinate with vendors and internal stakeholders to optimize tool utilization, ensuring tools are leveraged effectively for monitoring and incident management.
• Conduct regular training sessions for staff on new technologies, best practices, and customer service excellence.
• Manage staffing levels, including hiring, training, and NOC and Help Desk personnel performance evaluation.
• Drive efforts to restore normal service operations promptly while meeting SLAs.
• Maintain a deep understanding of customers' services and solutions.
• Maintain clear, concise, and professional communication efficiency.
• Ensure compliance with Service Operations processes and associated metrics.
• Generate necessary statistics and management reports.
• Manage work allocation and workload balance effectively.

Qualifications:
• MS Office – Intermediate (advanced).
• Excellent knowledge of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
• English – fluent (mandatory).

Experience
• 5+ years of Customer Service/TAC experience in a telecommunications environment with 3-5 years of experience as a line/matrix manager of a customer-facing team.
• 3+ years’ experience in Customer Service/Contact Centre/Help Desk/Service Desk Team leader role (must).
• Experience/knowledge of Shift working.
• 3+ years in a process-driven organization (must).
• Experience working in a multi-cultural/international environment (must).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
• 3+ years’ experience managing people (desirable).
• Proven experience managing NOC and Help Desk teams, preferably in a managed services environment.
• Strong technical background with expertise in network operations, Office 365, and ITIL best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze performance metrics and implement strategies for service improvement.
• Experience with vendor management and SLA negotiations.

Certifications
• BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (desirable).
• ITIL Foundation (desirable).
• Microsoft 365 Certified: Fundamentals (preferred)
• Microsoft 365 Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Teams Support Engineer Associate. (desirable)
• CCENT knowledge, Network+ or equivalent (complete or in progress) (desirable).
• CCNA certification (desirable)

Knowledge
• In-depth ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must).
• Knowledge and understanding of different types of common WAN connections.
• Knowledge of transmission networks and technologies (fiber optics, colocation, PDH, SDH, ATM, wavelength, Ethernet, xDSL).
• Awareness/understanding of optical technologies.
• Understanding of Cisco/Juniper hardware/software – routers/switches.
• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.
• Awareness/understanding of Hosting and Security products.
• Awareness/understanding of Unified Conferencing products (video, Skype for Business).
• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs.