General Summary:

 

The Golden West Technologies’ Network Operations Center (NOC) is the technical core of our Technology Leadership offering, providing proactive management of our clients’ technology infrastructure. The NOC team strives to elevate the experience of our customers in two distinct ways: 1) Systematically and thoroughly addressing the reactive, day-to-day problems that crop up in any technology solution and 2) Using a standards-based and prioritized approach to regularly audit, report and rectify root causes of both operational and cybersecurity risk. This approach provides our customers with a reliable, secure and low “noise” technology infrastructure upon which they can build their organizations. The NOC team manages approximately 50 core customers across the region in a variety of verticals, including business, K-12 & post-secondary schools, local government and tribal organizations.

 

The Managed Services Operations Supervisor leads a team of junior and senior IT technicians in managing customer networks, to include servers, workstations, network devices, firewalls, backups/business continuity devices, wireless, mobile devices, advanced antivirus and ethernet circuits. Key responsibilities of the position include: a relentless focus on customer experience, an emphasis on reducing disruption for customer end-users, a dedication to continuous process improvement and a commitment to enhancing the team’s abilities through training, documentation and enabling development of a positive and proactive mindset.

 

Essential Job Functions:

 

• Leads, oversees and manages daily requirements of Network Operations Center (NOC), including organizing, scheduling and tasking the team to exceed customer expectations.

• Maintains and manages a working knowledge of the NOC’s software applications, server infrastructure, and network layout.

• Assigns, trains and supports NOC personnel to ensure continuous operation of mission critical production systems.

• Ensures consistent use of the documentation platform and facilitates development and knowledge transfer across the team.

• Oversees regular audits of customer networks and the resolution of identified issues.

• Communicates audit results, current status and problem resolution plans & results to internal and external stakeholders.

• Designs and implements workflows and processes/procedures to achieve efficient use of staffing resources while maintaining service quality.

• Develops procedures and appropriate training to improve both operational support and reporting. Implements a training program for staff.

• Analyzes reporting of workload efficiency of staff to redesign workflows and recommend required staffing levels to management.

• Analyzes process performance using a continuous improvement philosophy to meet the operational needs of the organization.

• Performs root cause analysis to identify and recommend operational changes to the management team. Implements these changes in coordination with other management staff.

• Works closely with the project delivery team to minimize operational impact on customers due to project implementation.

• Coordinates with internal and customer stakeholders on lifecycle planning for customer technology infrastructure.

• Prepares and communicates status and performance reports to staff and other management teams.

• Provides support and assistance for primary and secondary level of troubleshooting.

• Assists with developing and updating standards for our product stack and for the assessment of customer networks.

• Coordinates scheduling of needed on-site customer maintenance with Golden West Technologies’ service department.

• Works closely with the project delivery team to minimize operational impact on customers due to project implementation.

• Coordinates with internal and customer stakeholders on lifecycle planning for customer technology infrastructure.

• On Call rotation.

 

Other Responsibilities:
 

• Performs all other related duties as assigned by Management.

 

Knowledge, Skills & Abilities:

 

• Knowledge of the MSP and IT industry.

• Knowledge of company policies and procedures.

• Working knowledge of operational support escalation principles and industry standard KPI’s used to measure success.

• Management and supervisory skills required, plus the ability to plan and prepare.

• Must be highly organized with attention to detail and the ability to provide follow-up.

• Ability to read, analyze and interpret all forms of information.

• Effective communication and strong interpersonal skills required.

• Must be able to lead a team effectively, influence without authority and work within a team environment.

• Must demonstrate tact and diplomacy.

• Flexibility and the ability to work within ambiguity required.

• Must possess strong problem solving and resolution skills.

• Knowledge and experience with Microsoft Office products including Word, PowerPoint, Excel and Visio.

• Must be able to work independently and make sound technical decisions using the information at hand.

• Ability to provide excellent customer service whether internally or externally.

Education and/or Experience:

 

Degree in Computer Science, Information Technology, Computer Engineering or related fields; plus, a minimum of five year’s related experience and/or training; supervisory experience preferred.

 

 

Certifications, Licenses, Registrations:

 

Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy. Advanced IT certifications preferred, especially Microsoft.

 

Physical Requirements:

 

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to read computer screen and various reports.				X
Hearing: Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling: Must be able to write, type, and use phone system.			X
Sitting			X

 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.
 

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.