Network Services ROC Manager
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Job Summary
Leading a team of network and firewall specialists, the full-time ROC Manager, Network Services will oversee daily operations, ensure timely resolution of customer inquiries, and maintain 24x7x365 watch coverage for perimeter defense practices in a remote environment.
Key Responsibilities
- Lead and manage a team of network switch and firewall specialists, providing mentorship and guidance
- Develop and implement policies and procedures aligned with client Service Level Agreements (SLAs)
- Act as an escalation point for Client Satisfaction (CSAT) and Incident Response (IR), ensuring effective communication with clients and leadership
Required Qualifications
- 7-10 years of network/IT perimeter defense experience
- Bachelor's degree in information technology or a related field, or equivalent work history
- Proven experience leading a technical support team with a focus on exceptional customer service
- Expert knowledge of ConnectWise, ServiceNow, or similar ticketing systems
- Experience building and managing 24x7 shift schedules across a distributed team
Complete Job Description
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