Senior IT Operations Lead: MSP Service Desk, NOC & SOC

STN Inc; Pleasanton (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health Coverage – Medical, Dental &amp

401(k) Plan

Unlimited PTO

Holidays Observed

Cell Phone Allowance

Collaborative, growth-driven culture

Job summary

STN Inc is seeking a Senior Manager of Systems, Network and MSP Service Desk Operations to lead the Service Desk, NOC, and SOC, owning the day-to-day administration, availability, and security posture of our systems and network infrastructure across internal operations and managed-services customers. You will combine people management with strong operational discipline across a distributed team in the U.S.

and offshore.

Qualifications

• 7+ years in IT support, managed services, or technical operations.
• 3+ years of people management.
• 5+ years hands‑on system administration (Windows/Linux, AD, Entra ID, Microsoft 365).
• 3+ years hands‑on network administration (LAN/WAN, routing, switching, firewalls).
• Experience with virtualization, backup/DR, and patch/vulnerability management.
• Experience with SLAs, KPIs, and distributed/offshore operations.
• Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience.

Responsibilities

• Provide day-to-day operational leadership for Service Desk, NOC, and SOC teams across shifts and geographies.
• Own SLA attainment, escalation management, ticket hygiene, backlog control, and engineer time-entry.
• Develop KPI framework and operational scorecards for support and infrastructure performance.
• Oversee Windows and Linux server administration, AD, Entra ID, and M365 administration.
• Oversee virtualization, cloud IaaS (Azure or AWS), storage, and capacity planning.
• Own patch management, endpoint management, vulnerability remediation, and configuration standards.
• Own backup, replication, restore testing, and disaster-recovery readiness against RPO/RTO commitments.
• Oversee LAN, WAN, wireless, VPN, and firewall administration; routing and policy governance.
• Lead change management for all infrastructure work; drive root-cause analysis and recurring-issue remediation.
• Maintain SOPs, runbooks, topology diagrams, IPAM, and CMDB inventory.
• Manage, coach, and develop support and infrastructure staff including offshore leads.
• Partner with Engineering, Security, PMO, and Customer Success on reviews, onboarding, and readiness.

Skills

IT leadership

SLA management

KPI reporting

Incident management

VMware/Hyper-V

Jira Service Management

ServiceNow

Networking (LAN/WAN)

Education

Bachelor’s Degree in Information Technology, Computer Science, or equivalent

Tools

VMware

Hyper-V

Active Directory

Entra ID

Microsoft 365

Azure

AWS

Palo Alto

Fortinet

Cisco

SD-WAN

NAC/802.1X

ITSM tools (Jira Service Management, ServiceNow, ConnectWise)

Job description

STN Inc is seeking a Senior Manager of Systems, Network and MSP Service Desk Operations to lead the Service Desk, NOC, and SOC, owning the day-to-day administration, availability, and security posture of our systems and network infrastructure across internal operations and managed-services customers. You will combine people management with strong operational discipline across a distributed team in the U.S.

and offshore.