Enterprise Network Operations Leader

Encore Technologies; Pittsburgh (Allegheny County); On-site; USD 110,000 - 150,000; Full time

Job summary

Encore Technologies in Pittsburgh is seeking an Operations Manager to lead the Network Managed Services operations, overseeing monitoring, incident response, change and problem management, and service delivery to meet SLAs.

The ideal candidate is a hands-on operational leader with ITIL knowledge, strong enterprise network expertise, and the ability to balance strategic planning with rapid incident Resolution and customer-facing service delivery.

Qualifications

• Bachelor’s degree in IT, CS, engineering or equivalent experience.
• 7+ years of network operations, managed services or related field.
• 3+ years in an operations management or leadership role.
• Strong enterprise network knowledge: routing, switching, WAN/LAN, VPN, firewalls.
• Experience in incident, problem, change, and service management.
• Proficient in SLA/KPI management and operational reporting.
• Excellent written and verbal communication; stakeholder management.
• Ability to work in fast-paced environment with competing priorities.

Responsibilities

• Lead day-to-day Network Managed Services operations.
• Provide oversight for monitoring, incident response, and service restoration.
• Ensure SLA/KPI compliance and customer satisfaction.
• Develop and maintain operational procedures and escalation paths.
• Drive continuous improvement and automation with cross-functional teams.
• Coordinate vendor performance and third-party service delivery.
• Act as escalation point for complex operational issues.

Skills

Network operations

ITIL practices

Incident management

Service delivery

Vendor management

Leadership

Stakeholder mgmt

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

Nagios

SolarWinds

Job description

Encore Technologies in Pittsburgh is seeking an Operations Manager to lead the Network Managed Services operations, overseeing monitoring, incident response, change and problem management, and service delivery to meet SLAs.

The ideal candidate is a hands-on operational leader with ITIL knowledge, strong enterprise network expertise, and the ability to balance strategic planning with rapid incident Resolution and customer-facing service delivery.