Manager, Network Operations
One Source Communications LLC · Raleigh, NC, US ·
- Category
- Management
- Experience
- 2+ years
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