IT/NOC Manager — Lead Multi-site Service & Infrastructure

Pura Vida Miami; Miami (FL); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health & Wellness – Medical, Dental &

PTO

Discounted Meals

401(k) Plan with Company Match

Job summary

Pura Vida Miami is seeking an IT/NOC Manager to lead the NOC service desk and infrastructure across multiple sites in the restaurant environment. This role reports to the Director of IT and focuses on building out and leading the support and infrastructure teams with a hybrid model of internal staff and vendors.

The ideal candidate has proven experience managing service and infrastructure operations, end-to-end incident management, and strong collaboration with stakeholders in a fast-paced

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 7+ years of progressive experience in NOC, service desk, or infrastructure with direct team management.
• Experience managing service and support functions with end-to-end incident ownership.
• Experience building and leading teams in a hybrid internal staff and vendor model.
• Strong documentation and stakeholder management skills.

Responsibilities

• Lead the service and support desk, owning incidents, monitoring, and end-to-end incident management.
• Lead the infrastructure function within NOC, including system administration for corporate and restaurant systems, cloud, and devices.
• Build out the support and infrastructure teams through a hybrid model of staff and vendors.
• Establish monitoring, alerting, escalation, and incident review processes.
• Manage vendor relationships and performance against SLAs.
• Own operational documentation, reporting, and performance metrics.
• Coordinate on-call rotations to ensure coverage across environments.

Skills

Leadership

Incident management

Vendor management

Team building

Documentation

Stakeholder management

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Toast POS

Google Workspace

Microsoft 365 / M365

Job description

Pura Vida Miami is seeking an IT/NOC Manager to lead the NOC service desk and infrastructure across multiple sites in the restaurant environment. This role reports to the Director of IT and focuses on building out and leading the support and infrastructure teams with a hybrid model of internal staff and vendors.

The ideal candidate has proven experience managing service and infrastructure operations, end-to-end incident management, and strong collaboration with stakeholders in a fast-paced