About TechMD
TechMD is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, TechMD integrates the industry’s best technologies and practices for each customer’s specific needs. We also serve as an extension of our customers’ IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We’re passionate about creating a great place to work for our employees. TechMD is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Overview: We are seeking a highly skilled and motivated Director of NOC Operations to lead and manage our 24/7 team of technicians responsible for handling customer calls, monitoring and remediation infrastructure alerts, remediation of digital security compliance vulnerabilities, and overseeing after-hours projects. This role is also indirectly responsible for our client’s business continuity by maintaining a pulse and trends to minimize downtime. A successful candidate will bring strong leadership, technical expertise, and strategic vision to drive excellence in NOC operations, ensuring the highest level of customer satisfaction and efficient service delivery.
Key Responsibilities:
1. Team Leadership and Management:
• Provide strong leadership to a team of NOC technicians, fostering a positive work environment, encouraging professional growth, and promoting collaboration.
• Oversee the scheduling, training, performance evaluations, and development plans for NOC technicians.
• Set clear performance goals, monitor progress, and implement strategies to enhance team efficiency and effectiveness.
2. 24/7 NOC Operations:
• Ensure 24/7 coverage of the NOC, managing shifts and rotations to maintain continuous support for clients.
• Monitor real-time alerts, incidents, and requests from customers, and coordinate technician responses to resolve issues promptly.
• Maintain a consistent pulse on our clients’ monitored infrastructure, identifying trends that are impacting business continuity.
• Collaborate with other departments to ensure seamless communication and incident escalation as needed.
3. Customer Service and Satisfaction:
• Maintain a customer-centric approach by ensuring timely, accurate, and professional responses to customer inquiries and incidents.
• Implement best practices to enhance customer satisfaction and loyalty, striving to exceed client expectations.
4. Technical Expertise:
• Possess deep technical knowledge of IT infrastructure, networking, security, and cloud technologies to guide technicians in troubleshooting and resolving complex issues.
• Stay up-to-date with industry trends and advancements to drive innovation and improvements within the NOC.
5. Process Improvement and Optimization:
• Continuously assess NOC operations to identify areas for improvement in efficiency, incident response, and customer service.
• Develop and implement streamlined processes, automation, and tool enhancements to enhance overall NOC performance.
6. After-Hours Projects:
• Manage and prioritize small after-hours projects, collaborating with cross-functional teams to ensure successful project delivery.
• Monitor project progress, mitigate risks, and communicate project updates to stakeholders.
7. Reporting and Analysis:
• Generate regular reports on NOC performance metrics, incident trends, and customer satisfaction levels.
• Analyze data to identify patterns, make informed decisions, and drive continuous improvement efforts.
Requirements
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 5 years in a leadership role with proven experience in managing and leading technical teams within a 24/7 operations environment handling a high volume Service Desk / NOC with a team of 10 or more that utilizes a ticketing system for Incident, Request and Event management.
• Strong technical background with expertise in IT infrastructure, networking, security, and cloud technologies.
• Exceptional customer communication, leadership, and interpersonal skills.
• Ability to make informed decisions under pressure and effectively manage crisis situations in support of an exceptional customer experience.
• Experience with IT Service Management (ITSM) frameworks and incident management tools.
• Demonstrated ability to drive process improvements and optimize operational efficiency.
• Project management skills and the ability to oversee multiple initiatives concurrently.
Hybrid Remote
Must be able to work hybrid out of one of our offices located in the following areas:
- Endicott, NY
- Ithaca, NY
- Syracuse, NY
- Auburn, MA
- Ocean Pines, MD
- Santa Ana, CA
Salary Description
$75k-90k