NOC/Help Desk Manager

Posting Summary:

Mission Multiplier is seeking a highly motivated, organized, and detail-oriented NOC/Help Desk Manager to lead and manage the operational performance and continuous improvement of the Managed Service Provider's (MSP) Network Operations Center (NOC) and Help Desk functions. This role ensures high-quality IT support delivery, maintains SLA compliance, and drives efficiency across Tier 1–3 support operations. The position serves as the primary authority for incident coordination, escalation management, and customer satisfaction. This position can either be onsite in Huntsville, AL or remote.

Job Responsibilities:

• Oversee daily NOC and Help Desk operations.
• Manage ticket queues, prioritization, and escalation paths.
• Ensure alignment with ITIL-based service management practices.
• Establish KPIs and conduct performance reviews.
• Monitor response and resolution times.
• Ensure SLA compliance.
• Generate performance reports and dashboards.
• Lead response to critical incidents and outages.
• Coordinate communication with stakeholders.
• Conduct post-incident reviews.
• Participate in client service reviews.
• Address escalated concerns.
• Ensure professional communication standards.
• Implement automation for repetitive tasks.
• Enhance ticket routing and workflows.
• Improve knowledge base and self-service capabilities.
• Manage RMM, PSA, and ITSM platforms.
• Ensure proper integration and optimization of tools.
• Ensure adherence to NIST SP 800-171 and CMMC Level 2.
• Enforce access control, logging, and incident procedures.

Required Qualifications:

• Minimum of a Bachelor's degree in IT, Cybersecurity, or related field (or equivalent experience).
• Minimum of 5 to 10 years in IT support/NOC environments. Minimum of 3 years in MSP leadership environment.
• Strong understanding of ITIL principles.
• Knowledge of Microsoft 365 / Azure (Entra ID, Intune, Defender).
• Knowledge of Networking (TCP/IP, VPNs, firewalls).
• Knowledge of Endpoint management and security tools.
• Familiarity and usage of RMM/PSA platforms (e.g., ConnectWise, Datto, ServiceNow).
• PowerShell scripting preferred.
• ITIL Foundation preferred.
• CompTIA Security+ / Network+ preferred.
• Microsoft Certifications preferred.
• CISSP preferred.
• Must be able to pass background check.

Additional Details:

Physical Requirements:

• Prolonged periods of time sitting at a desk and working on a computer.

Supervisory Responsibilities:

• May supervise other technical staff.
• Develop career paths.
• Hire, onboard, and train technical staff.

Schedule:

• M-F, 8-5

ABOUT MISSION MULTIPLIER

Mission Multiplier is a certified small business headquartered in Huntsville, Alabama. We multiply the impact that clients can make against their mission objectives by providing cybersecurity subject matter expertise and thought leadership. Our goal is to multiply the successes that our clients achieve against their respective missions, while simultaneously enabling the missions of our employees – with the end result of securing and enriching the communities we serve – through the delivery of innovative cybersecurity solutions.

EEO STATEMENT

Mission Multiplier is community-focused first and commits to being an EEO employer. Because of this we do not and will never discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age (40 or older), disability, genetic information, or any other protected class characteristic protected by federal, state, or local law. If you require an accommodation, please email our Human Resources department at hr@missionmultiplier.com.

BENEFITS

Mission Multiplier offers a wide range of benefits, including:

• Group Life Insurance
• Voluntary Life/AD&D Insurance
• Medical Insurance
• Secondary/GAP Insurance
• Dental Coverage
• Vision Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• 401k (w/ employer match) after six (6) months of continuous service

JOB DISCLAIMER

This posting does not contain an exhaustive list of job responsibilities. Job responsibilities can and may change between postings or during the course of the job.