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Manager, Network Operations

One Source Communications LLC

Raleigh, North Carolina

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Best Practices, Coaching, Computer Science, Continuous Improvement, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Leadership, Mac Operating System, Maintenance Services, Microsoft Windows Operating System, Network Administration/Management, Operations Management, People Management, Performance Management, Performance Metrics, Performance Reviews, Process Improvement, Reporting Skills, Sales Management, Service Delivery, Service Level Agreement (SLA), Technical Support, Time Management, Trend Analysis
LOCATION
Raleigh, North Carolina
POSTED
8 days ago
Overview:

The Network Operations Manager is responsible for leading the frontline technical support team to ensure timely, professional, and effective resolution of internal and client-reported IT issues. This role oversees day-to-day network operations, manages staff performance, and drives continuous improvement in service delivery and user satisfaction. 

Responsibilities:
  • Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients 
  • Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations 
  • Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs 
  • Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication 
  • Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices 
  • Build strong client relationships by maintaining a service-oriented culture within the helpdesk team 
  • Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence 
  • Analyze support trends and client feedback to drive process improvements and reduce repeat issues 
  • Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support 
  • Maintain accurate documentation of client environments, support procedures, and known issues 
  • Provide regular reporting to leadership on ticket metrics, team performance, and customer satisfaction scores (CSAT) 
Qualifications:
  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) 
  • 3–5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role 
  • Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management 
  • Experience with helpdesk ticketing systems and remote support tools 
  • ITIL certification is a plus 

About the Company

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One Source Communications LLC