Manager, Network Operations

One Source; Raleigh (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

One Source is seeking a Network Operations Manager to lead the frontline technical support team and oversee day-to-day network operations. You will manage staff performance, drive service delivery improvements, and ensure timely resolutions for internal and client IT issues.

The role requires strong ITSM knowledge, 3–5+ years in IT support with supervisory experience, and a customer-centric approach to maintain high CSAT scores.

Qualifications

• 3–5+ years in IT support, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management.
• Experience with helpdesk ticketing systems and remote support tools.
• ITIL certification is a plus.

Responsibilities

• Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients.
• Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations.
• Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs.
• Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication.
• Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices.
• Build strong client relationships by maintaining a service-oriented culture within the helpdesk team.
• Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence.
• Analyze support trends and client feedback to drive process improvements and reduce repeat issues.
• Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support.
• Maintain accurate documentation of client environments, support procedures, and known issues; provide regular reporting to leadership on ticket metrics, team performance, and CSAT

Skills

People management

ITSM knowledge

Customer service

Leadership

Education

Bachelor's degree in IT/CS

Tools

Helpdesk ticketing systems

Remote support tools

Job description

Overview

The Network Operations Manager is responsible for leading the frontline technical support team to ensure timely, professional, and effective resolution of internal and client-reported IT issues. This role oversees day-to-day network operations, manages staff performance, and drives continuous improvement in service delivery and user satisfaction.

Responsibilities

• Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients
• Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations
• Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs
• Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication
• Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices
• Build strong client relationships by maintaining a service-oriented culture within the helpdesk team
• Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence
• Analyze support trends and client feedback to drive process improvements and reduce repeat issues
• Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support
• Maintain accurate documentation of client environments, support procedures, and known issuesProvide regular reporting to leadership on ticket metrics, team performance, and customer satisfaction scores (CSAT)

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 3–5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role
• Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management
• Experience with helpdesk ticketing systems and remote support tools
• ITIL certification is a plus