Posting Number:

PG194322EP

Internal Recruitment :

Working Title:

NOC Manager

Anticipated Hiring Range:

$90,000 - $110,000

Work Schedule:

M-F 8-5; after hours as needed

Job Location:

Raleigh, NC

Department :

Communication Technologies

About the Department:

Communication Technologies (ComTech) is a division of OIT – The Office of Information Technology. ComTech is dedicated to providing communication services to the entire NC State University community. Our department offers a range of services including telephony, wired, wireless, and secured networks. We are proud to serve a growing academic population of over 36,000 students and more than 8,000 faculty and staff.

This premiere enterprise network includes over 102,000 network ports and more than 9,000 wireless access points, 16,000 phone lines and more than 1,000 life safety lines. As the network and telephony service provider for NC State University, ComTech is responsible for designing, maintaining, and supporting the data and voice infrastructures, critical facilities and associated components.

Wolfpack Perks and Benefits:

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being.
What we offer:

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

Essential Job Duties:

Communication Technologies is looking for an experienced service desk manager to lead our Network Operations Center (NOC) team. In this role, you’ll oversee a team of 12 supporting the daily operations of our campus network infrastructure 24×7×365. Candidates should have a strong understanding of service desk functions and be aware that this is a primarily on-site position. Attention to detail, excellent communication, leadership, and problem-solving skills are essential for this role.
Primary Duties are as follows:

(50%) Network Operations Service Desk Management

Manage network operations call center lines w Cisco Finesse
Ensure timely fulfillment of network service requests within our ticketing system
Automate standard network service requests to improve efficiencies
Monitor and triage all network connectivity and infrastructure alerts
Manage internal and lateral notification processes for team
Create dashboards to measure network service delivery using appropriate service metrics

(30%) People Management

Ensure 24×7×365 onsite coverage including university closures
Approve weekly time sheets, leave requests and understand supplemental pay concepts
Create workplans & perform year end performance reviews

(20%) Knowledge Management

Curate and update existing knowledge articles and documents
Create documentation for new procedures or service offerings
Conduct staff training and manage employee training plans
Manage BCP and DR plans

Other Responsibilities:

Other duties as assigned.

Minimum Education and Experience:

Master’s degree; or Bachelor’s degree with zero – two years of relevant experience; or an equivalent combination of education, training and relevant experience.
3-5 years successful management of an IT team

Other Required Qualifications:

Experience with enterprise-level ticketing systems and request fulfillment workflows
Ability to create clear and concise documentation to be utilized by all technical levels
Foundational networking knowledge (Network+ or similar)

Preferred Qualifications:

Experience with 365×24×7 shift work in a team-oriented, collaborative environment
ITSM and/or ITIL certification
Experience with Call Centers and ACDs
CCNA or equivalent
Experience with ServiceNow

Required License(s) or Certification(s):

N/A

Valid NC Driver's License required:

Yes

Commercial Driver's License required:

Job Open Date:

10/30/2025

Anticipated Close Date:

Open Until Filled

Special Instructions to Applicants:

Along with your completed application, please include as attachments a resume and the contact information for at least three professional references.

Position Number:

00040171

Position Type:

EPS/SAAO

Full Time Equivalent (FTE) (1.0 = 40 hours/week):

1.0

Appointment:

12 Month Recurring

Mandatory Designation - Adverse Weather:

Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies, Non Mandatory - Emergency Event

Department ID:

516001 - Communication Technologies

EEO:

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected].

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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