Operations Manager
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking an Operations Manager to provide unified leadership across the Network Operations Center (NOC), Security Operations Center (SOC), and Service Desk functions. This role sits above the NOC Manager, SOC Manager, and Service Desk Manager, ensuring consistent operational standards, coordinated resource planning, and aligned service delivery across all three functions rather than managing any single team’s day-to-day work directly.
The Operations Manager is accountable for the overall health, consistency, and maturity of NOCDOC’s core operational service delivery — ensuring that NOC, SOC, and Service Desk operate as a coordinated system rather than three independent silos. This role owns cross-functional operational strategy, escalation alignment, staffing and capacity planning across teams, and organization-wide operational metrics, while the NOC, SOC, and Service Desk Managers retain ownership of their respective team’s daily leadership and performance.
The ideal candidate has significant experience leading multiple technical operations functions, understands how NOC, SOC, and Service Desk work interdependently, and can balance the specific needs of each function against a coherent, organization-wide operational strategy.
Key Responsibilities
Cross-Functional Operational Leadership
- Provide unified leadership and strategic direction across NOC, SOC, and Service Desk functions
- Partner with and support the NOC Manager, SOC Manager, and Service Desk Manager in their team leadership responsibilities
- Ensure operational standards, escalation procedures, and service delivery practices are consistent and well-coordinated across all three functions
- Identify and resolve conflicts, gaps, or inconsistencies between NOC, SOC, and Service Desk processes
- Represent unified operations leadership in executive and cross-departmental discussions
Organizational Capacity & Resource Planning
- Own cross-functional staffing, scheduling, and capacity planning across NOC, SOC, and Service Desk to ensure appropriate 24×7 coverage
- Identify resourcing gaps or imbalances across teams and coordinate solutions with individual managers
- Support budget planning and resource investment decisions across the combined operations organization
- Balance competing resourcing needs across NOC, SOC, and Service Desk based on organizational priorities
Operational Metrics & Performance Oversight
- Establish and monitor organization-wide operational metrics spanning NOC, SOC, and Service Desk performance
- Provide executive-level reporting and visibility into combined operational health, risks, and trends
- Identify cross-functional patterns (eg, recurring incidents spanning multiple teams) that individual team managers may not see in isolation
- Drive accountability for operational service objectives across all three functions
Escalation & Major Incident Coordination
- Serve as an escalation point for issues that span or affect multiple operational functions
- Provide leadership coordination during major incidents that require alignment across NOC, SOC, and Service Desk
- Ensure consistent, coordinated communication during cross-functional operational events
- Support post-incident reviews for incidents with cross-functional impact
Process Standardization & Operational Maturity
- Drive consistency in incident, problem, and change management practices across NOC, SOC, and Service Desk
- Identify opportunities to standardize tooling, documentation practices, and operational workflows across teams
- Partner with Automation & Integration Engineering on cross-functional automation opportunities
- Support organizational operational maturity initiatives that span multiple teams
People Leadership & Manager Development
- Coach, support, and develop the NOC Manager, SOC Manager, and Service Desk Manager as direct reports
- Support succession planning and leadership development across the operations organization
- Foster a culture of collaboration and shared accountability across NOC, SOC, and Service Desk rather than siloed team performance
Executive & Cross-Departmental Collaboration
- Partner with executive leadership on operational strategy, investment priorities, and organizational planning
- Collaborate with Compliance & Risk, PMO, Customer Success, and Engineering leadership on cross-functional operational needs
- Represent combined operations performance and priorities in leadership discussions and planning
Required Qualifications
- Significant experience leading multiple technical operations functions (eg, NOC, SOC, Service Desk, or comparable 24×7 operational teams)
- Demonstrated experience managing or overseeing other managers/team leads, not just individual contributors
- Strong understanding of NOC, SOC, and Service Desk operations, including how they interoperate and depend on one another
- Experience establishing organization-wide operational metrics, standards, and continuous improvement initiatives
- Experience with resource and capacity planning across multiple teams operating in a 24×7 environment
- Strong executive communication skills, with the ability to represent combined operations performance to leadership
- Strong conflict resolution and cross-functional coordination skills
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment
- Experience managing operations across multiple client environments simultaneously
- Experience with ITIL-based service management practices at an organizational (not just team) level
- Experience supporting compliance-driven environments (CIS Controls, NIST CSF, SOC 2, or similar)
- Experience developing management-level talent and building leadership bench strength
- ITIL 4 Foundation or higher
- Relevant leadership, operations, or technical management certifications
Professional Skills
- Cross-functional leadership
- Executive communication
- Conflict resolution
- Strategic and organizational thinking
- Manager coaching and development
- Data-driven decision making
- Prioritization across competing organizational needs
Success Measures
- Consistent operational standards and practices across NOC, SOC, and Service Desk
- Improved organization-wide visibility into combined operational health and performance
- Effective, coordinated response to incidents spanning multiple operational functions
- Strong performance, development, and retention of the NOC, SOC, and Service Desk Managers
- Reduced silos and improved collaboration between NOC, SOC, and Service Desk teams
- Well-balanced staffing and resource allocation across all three functions
- Increased organizational operational maturity and scalability
Career Growth Opportunity
This role provides opportunities to advance into Director of Operations, VP of Operations, VP of Technology Operations, Chief Operating Officer (COO) track, or broader executive operational leadership roles as the organization scales.
Schedule
This position provides leadership across 24×7 operational functions. While the role itself is not shift-based, candidates should expect availability for major incident coordination, escalations, and leadership needs outside standard business hours as required.
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.