Technical Support Manager (247 NOC & Service Operations)

Required Skills:

Were 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 youre sharp decisive customer-obsessed and comfortable leading from the frontthis is your lane. What Youll Do 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 customerbalancing 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 What Were Looking For 58 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 requiredthis role leads from the floor not from Slack Why This Role 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 ownershipnot babysitting