Senior NOC Manager – Service Provider/MSP

About us: RKON Technologies is a leading cybersecurity and managed IT services provider, recognized for its ability to align with top-tier technology partners—especially Microsoft—to deliver integrated, high-impact solutions. With services that span Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) models at RKON, our services enable mid-enterprise and private equity clients to deliver world class outcomes through cloud security, governance and risk management, identity and access management, application and platform transformation, zero trust solutions , and more.

RKON is a Cloud Solutions Partner in Digital and App Innovation, Modern Workplace, Security, and Infrastructure with Advanced Security designation in Identity and Access Management.

Position Summary:
The Senior NOC Manager is responsible for leading the Network Operations Center for a Managed Service Provider (MSP). This role oversees 24/7 monitoring and support across multiple client environments, ensuring uptime, performance, and adherence to service level agreements (SLAs). The Senior NOC Manager will manage NOC analysts/engineers, implement ITIL-aligned processes, drive automation, and serve as an escalation point for critical client issues. This role is both strategic and hands-on, ensuring operational excellence and high levels of customer satisfaction.   This role is based in RKON HQ in Chicago, and you must be able to commute to the office 2x a week. 

Key Responsibilities 

• Lead and manage the 24/7 NOC team responsible for monitoring and supporting client IT environments, including networks, servers and cloud platforms. 
• Ensure timely detection, escalation, and resolution of incidents in line with SLAs and client expectations. 
• Develop and maintain client-specific runbooks, escalation procedures, and communication protocols. 
• Oversee incident, problem, change and request management processes across multiple client environments. 
• Collaborate with customer success and technical account managers and service delivery teams to ensure proactive communication and service excellence for clients. 
• Produce regular service performance reports and participate in client-facing service reviews. 
• Continuously improve monitoring, alerting, and automation to increase efficiency and reduce manual intervention. 
• Serve as the final point of escalation for critical/high-priority incidents and coordinate response efforts across technical teams and vendors. 
• Ensure effective onboarding of new clients into the NOC, including monitoring setup, documentation, and knowledge transfer. 
• Manage vendor and carrier relationships for escalations and service coordination. 
• Mentor and develop NOC engineers, fostering a culture of accountability, customer focus, and continuous improvement. 

Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience. 
• 8+ years of IT operations experience with at least 3+ years in a leadership role within a Service Provider/MSP NOC environment. 
• Strong understanding of multi-tenant environments and MSP service delivery models. 
• Proven experience with ITIL processes (incident, change, problem, request management) in an MSP setting. 
• In-depth knowledge of networking (LAN/WAN, firewalls, VPNs), cloud platforms (Azure, AWS, M365), and server technologies. 
• Experience with RMM (Remote Monitoring & Management) tools, ticketing systems, and automation platforms. 
• Strong leadership skills with the ability to manage distributed/global teams in a 24/7 environment. 
• Excellent client-facing communication skills, both written and verbal. 
• Certifications in IT service management, cloud platforms, networking, or enterprise infrastructure are preferred. 

Key Competencies 

• Customer-focused mindset with the ability to balance client needs with operational efficiency. 
• Strong decision-making skills under pressure, particularly during client-impacting incidents. 
• Strategic thinker capable of scaling operations to support growth. 
• Excellent organizational and reporting skills, with a focus on SLA compliance and service delivery metrics. 
• Skilled at fostering cross-functional collaboration between technical, account management, and vendor teams. 

Compensation: The base salary range for this position is $120,000 - $150,000. This is an estimated range based on the circumstances at the time of posting, however, may change based on a combination of factors, including but not limited to skills, experience, education, market factors, geographical location, budget, and demand. As part of our total compensation package, RKON provides a benefits package that includes health insurance (medical, dental, vision, life, and long and short-term disability insurance); flexible time off; and a 401(k) Plan with employer match to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.