Network Operations Center Manager

Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.

Grypho5 is a “battalion” within Chattanooga, Tennessee-based Fenix24: The World’s First Civilian Cybersecurity Force. Grypho5 specializes in comprehensive, security-based managed solutions using real-time, proprietary threat intelligence to ensure an organization's defenses are prepared to effectively resist and rapidly recover from a cyberattack.

About This Position

The Network Operations Center Manager will lead the Engineer I and II technicians that comprise the 24/7 Network Operations Center team. We are seeking a technical support manager to lead a team of highly motivated and experienced technical support specialists. This role ensures that service requests, alerts, and incidents are properly triaged, routed, and resolved within established Service Level Agreements (SLAs), while maintaining the highest standards of service quality and technical accuracy. The Network Operations Center Manager will report to the Senior Manager of the Network Operations Center.

As a people leader, the NOC Manager also oversees shift scheduling, performance monitoring, and ticket quality reviews, working cross-functionally with Scheduling Supervisors, Support Engineers, and Service Management leadership. This role is 100% remote and is vital to maintaining operational excellence across our managed security services.

Key Responsibilities

• Directly manage a distributed team of NOC Engineer I and II personnel, including training, shift oversight, and performance feedback
• Maintain 24/7 shift rotations, ensuring complete around-the-clock coverage, including coordinating PTO and shift-switch coverage
• Partner with the Scheduling Supervisor to coordinate real-time ticket distribution, SLA adherence, and workload balancing
• Conduct regular ticket quality reviews to ensure that engineers are documenting, communicating, and resolving issues according to standard operating procedures
• Identify tickets at risk of SLA breaches, unresolved escalation chains, or missed critical details—and intervene as needed
• Provide coaching and corrective feedback on ticket hygiene, client communication, and technical troubleshooting
• Respond to escalations for high-priority or complex incidents outside of regular shift coverage as part of a management On-Call Rotation
• Create and deliver weekly reports to leadership on NOC performance, shift trends, and SLA compliance
• Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer journey
• Participate in the recruitment and selection of NOC Engineers, ensuring that only the most qualified and motivated individuals are hired

Preferred Skills

• Proven experience leading or supervising NOC, SOC, or support desk operations in a 24/7 environment, with a track record of delivering exceptional customer service
• Strong understanding of service dispatch, triage, and SLA-based ticket workflows
• Familiarity with ticketing platforms (e.g., ConnectWise Manage/PSA, ServiceNow) and RMM/monitoring tools (e.g., Auvik, N-central)
• Excellent verbal and written communication skills, with a focus on clarity, consistency, and team alignment
• Experience with multitasking and time management in dynamic technical environments
• Capable of identifying service bottlenecks and recommending continuous improvement actions
• Demonstratable knowledge of ITIL processes and concepts
• Familiarity with cybersecurity services including endpoint protection, firewalls, SIEM alerts, identity management, and backup monitoring

Qualifications

• Bachelor’s degree in cybersecurity, information technology, or a related field of study
• Or an equivalent work history
• 3+ years in a NOC, SOC, or IT support management role
• MSP/MSSP experience strongly preferred
• 2+ years of people management experience, including shift scheduling, coaching, and performance reviews
• Strong familiarity with SLAs, ticketing systems, and IT/cybersecurity infrastructure operations
• Experience in reviewing and improving technical documentation
• g., SOPs, KBs, and runbooks
• CompTIA Security+, Network+, ITIL Foundation, or equivalent certifications (preferred)

Why work for us?

We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

• Internal and external learning & development opportunities, including career advancement
• Competitive compensation & benefits including:
• Private health insurance
• Mental health and wellness programs
• Company-matched pension scheme
• Life insurance and income protection insurance
• Monthly fitness/gym membership allowance

Join the world's first Civilian Cybersecurity Force and take your career to the next level!