Senior Manager, MSP Service Desk & Network Operations

Socket.dev; Pleasanton (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health Coverage – Medical, Dental &amp

401(k) Plan

Unlimited PTO

Holidays Paid

Job summary

STN is seeking a Senior Manager of Systems, Network and MSP Service Desk Operations to lead Service Desk, NOC, and SOC teams across shifts and geographies. You will own SLA attainment, KPI reporting, and incident lifecycle while coordinating across Windows/Linux, AD/Entra ID, and cloud platforms.

You will oversee virtualization, patching, backup, and disaster recovery, as well as network operations spanning LAN/WAN/VPN.

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.
• Experience with virtualization (VMware or Hyper-V), backup and disaster recovery, and patch/vulnerability management.
• Experience with managing SLAs, KPIs, ticket quality, and 24/7 or extended-hours operations with distributed or offshore teams.
• Strong grounding in ITSM practice (Incident, Problem, Change, Knowledge, Service Level Management) and change control.
• 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, 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.
• Oversee Windows and Linux server administration, Active Directory, Entra ID, and Microsoft 365 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, including routing, switching, and policy governance.
• Own network and system monitoring coverage, alert tuning, capacity trending, and configuration backups.
• Own change management for all infrastructure work, including risk assessment, maintenance windows, and rollback planning.
• Lead root-cause analysis for escalated systems, network, and priority incidents and drive recurring-issue remediation.
• Maintain SOPs, runbooks, topology diagrams, IPAM, and asset/configuration inventory (CMDB).
• Manage, coach, and develop support and infrastructure staff, including offshore team leads.
• Partner with Engineering, Security, PMO, and Customer Success on service reviews, onboarding, and operational readiness.

Skills

ITSM

People management

SLA management

KPI reporting

Incident/Problem/Change

Cross-functional collaboration

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

Jira Service Management

ServiceNow

ConnectWise

Job description

STN is seeking a Senior Manager of Systems, Network and MSP Service Desk Operations to lead Service Desk, NOC, and SOC teams across shifts and geographies. You will own SLA attainment, KPI reporting, and incident lifecycle while coordinating across Windows/Linux, AD/Entra ID, and cloud platforms.

You will oversee virtualization, patching, backup, and disaster recovery, as well as network operations spanning LAN/WAN/VPN.