Manager, NOC
Role Overview
Lead a 24x7 remote IT operations team supporting global MSP customers; the source describes the supported team as remote, not the job's workplace policy.
Own team performance, operational governance, customer escalations, case management, RCA, service quality, and continuous improvement.
The description calls the position an Operations Manager, while the source title is Manager, NOC.
Key Skills for This Role
Full Job Posting
Position summary
Lead a 24x7 remote IT operations team supporting global MSP customers; the source describes the supported team as remote, not the job's workplace policy.
Own team performance, operational governance, customer escalations, case management, RCA, service quality, and continuous improvement.
The description calls the position an Operations Manager, while the source title is Manager, NOC.
Team leadership
- Lead, coach, and develop engineers, senior engineers, team leads, and supervisors in a 24x7 operations environment.
- Conduct performance reviews, coaching, talent assessments, succession planning, and training programs.
- Build a high-performance culture based on accountability, collaboration, ownership, and customer focus.
Operations and customer outcomes
- Own daily operational performance, workload, queue health, SLA/SLO compliance, and service quality.
- Drive incident, request, and case management and address operational risks and customer-impacting issues.
- Lead critical customer escalations, recovery efforts, executive communications, and cross-functional resolutions.
- Own RCA, corrective and preventive actions, closure governance, and translating lessons learned into improvements.
Quality and improvement
- Champion consistent execution, documentation, communication quality, and operational excellence.
- Identify automation opportunities and partner with Quality, Automation, and Reporting teams to improve outcomes.
- Use analytics, trends, and customer feedback to drive continuous improvement.
- Partner with internal teams and surface recurring issues, product gaps, and service challenges.
Required qualifications
- 8+ years in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support.
- 3+ years of people management experience leading technical operations teams.
- Strong technical background in Windows/Wintel infrastructure, Active Directory, Networking, Virtualization, Monitoring, and Incident Management.
- Proven experience managing customer escalations, RCA processes, and operational governance.
Preferred qualities
- Preferred: quality-first and automation-first mindset, collaboration and influence, customer focus, data-driven approach, continuous improvement, calm under pressure, and strong communication and people leadership.
About Kaseya
Kaseya provides IT management and cybersecurity software for managed service providers and internal IT organizations.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Kaseya
Account Manager
Vancouver, CAN
Kaseya is seeking a results-driven Account Manager to grow and retain a portfolio of Managed Service Provider accounts. The role focuses on account expansion, customer engagement, product adoption, revenue targets, and S
Account Manager
Vancouver, CAN
Account Manager
Vancouver, CAN
Dummy Job DO NOT USE
, USA
Peer Success Manager
, GBR
Executive Assistant
, USA
Senior Manager, Corporate Strategy
, USA
Senior Director, Market & Competitive Intelligence
, USA
Senior Accountant
, USA