Senior Manager, IT Systems & MSP Operations

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

Job summary

STN is seeking a Senior Manager to lead the Service Desk, NOC, and SOC operations, overseeing day-to-day administration, availability, and security of our systems and network infrastructure across distributed teams in the U.S. and offshore.

The role combines people leadership with operational discipline, ensuring SLA attainment, incident response, and continuous improvement of infrastructure services across Windows, Linux, cloud, and on-premise environments.

Qualifications

• 7+ years in IT support, managed services, or technical operations, including 3+ years of people management.
• 5+ years of hands-on system administration across Windows Server and/or Linux, Active Directory, Entra ID, and Microsoft 365.
• 3+ years hands-on network administration covering routing, switching, VLANs, wireless, VPN, and firewalls.

Responsibilities

• Provide day-to-day operational leadership for Service Desk, NOC, and SOC teams across shifts, time zones, and geographies.
• Own SLA attainment, escalation management, ticket hygiene, backlog control, and engineer time-entry compliance.
• Develop and report the KPI framework and operational scorecards for support and infrastructure performance.

Skills

People management

ITSM

SLA / KPI management

Systems administration

Network administration

Education

Bachelor’s Degree in Information Technology, Computer Science

Tools

Jira Service Management

ServiceNow

ConnectWise

VMware

Job description

STN is seeking a Senior Manager to lead the Service Desk, NOC, and SOC operations, overseeing day-to-day administration, availability, and security of our systems and network infrastructure across distributed teams in the U.S. and offshore.

The role combines people leadership with operational discipline, ensuring SLA attainment, incident response, and continuous improvement of infrastructure services across Windows, Linux, cloud, and on-premise environments.