Senior Manager, Systems, Network, & MSP Service Desk 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

At STN, we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly

evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We

provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure,

scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with

deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve

real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we

believe empowered teams build transformative technology.

Overview

The Senior Manager, Systems, Network and MSP Service Desk Operations leads the Service Desk, NOC, and SOC support functions and owns the day-to-day administration, availability, and security posture of the systems and network infrastructure supporting internal operations and managed-services customers. The role combines people management with operational discipline across a distributed U.S. and offshore team.

Key Responsibilities

Service Desk, NOC & SOC Operations

• 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.

Systems, Cloud & Infrastructure Management

• 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.

Network Operations & Monitoring

• 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.

Operational Governance & Service Management

• 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).

Leadership & Cross-Functional Collaboration

• 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.

Experience & Qualifications

Required

• 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.

Preferred

• Experience in an MSP, MSSP, hosting, or data-center environment supporting multi-tenant infrastructure.


• Experience with Jira Service Management, ServiceNow, ConnectWise, or comparable ITSM/PSA platforms.


• Experience with firewall platforms (Palo Alto, Fortinet, Cisco), SD-WAN, NAC/802.1X, or zero-trust initiatives.


• Infrastructure automation and scripting experience (PowerShell, Python, Ansible, or Terraform).


• Certifications such as AZ-104, MS-102, CCNA/CCNP, Fortinet NSE, PCNSA/PCNSE, VSP, Network+/Security+, or ITLL 4.

Compensation

• Full-Time, Exempt


• $180,000 - $240,000/year, DOE

Benefits

• Health Coverage – Medical, Dental & Vision


• FSA Health and Dependent Care available


• 401(k) Plan


• Unlimited Paid Time Off (PTO)


• Observed Holidays Paid


• Cell Phone Allowance


• Collaborative, growth-driven culture

Candidates must be U.S. Citizens or Permanent Residents. We are unable to provide sponsorship at this time.