Company Description
101VOICE provides advanced cloud-based communication solutions with a focus on Unified Communications as a Service (UCaaS). Since 2009, we have delivered highly reliable, secure, and tailored platforms for education, government, and healthcare organizations.
Our solutions include flexible interoperability with leading enterprise telephony platforms, streamlined migration paths from legacy PBX environments, and strong integration with public safety and emergency notification systems. We support Informacast-based mass notification, push-to-talk (PTT) and critical communications, and resilient voice architectures designed for education, government, and healthcare environments. Our proprietary Virtual Business Edge (VBE) enhances reliability through LTE failover, intelligent traffic routing, and secure SD-WAN technologies, ensuring continuous communications even during network disruptions.
In addition to 101VOICE, this role supports ITMC.net, our systems integration and managed services organization, delivering critical infrastructure, networking, security, and managed IT solutions to the same customer base.
Job Description
We are seeking a hands-on Network Operations Center (NOC) Manager to lead and actively participate in daily support operations across 101VOICE and ITMC.net.
This is not a purely managerial role. The NOC Manager will work directly alongside the team, handling escalations, troubleshooting complex issues, and engaging with customers via phone, email, and chat. Support tickets span telecom, UCaaS, networking, security, and managed IT services, requiring both technical depth and operational leadership.
The ideal candidate thrives in fast-paced environments, understands telecom and IT operations deeply, and leads by example.
Key Responsibilities
Operational Leadership & Hands-On Support
Actively participate in Level 2/Level 3 troubleshooting for UCaaS, VoIP, networking, and managed IT services
Handle complex customer escalations across voice, data, SD-WAN, and infrastructure
Support customers via phone calls, email, and chat, especially during critical incidents
Ensure timely ticket resolution while maintaining high service quality
NOC Team Management
Lead, mentor, and support NOC engineers across both organizations
Assign, prioritize, and track tickets to meet SLAs and uptime commitments
Establish clear escalation paths and ensure issues are resolved efficiently
Balance workload distribution while remaining technically engaged
Monitoring, Incident & Escalation Management
Oversee 24/7 monitoring systems and incident response processes
Drive root cause analysis (RCA) and post-incident reviews
Ensure proactive identification of recurring issues and long-term fixes
Coordinate with internal engineering, provisioning, and leadership teams
Security, Reliability & Compliance
Ensure compliance with security best practices and operational standards
Maintain high availability for mission-critical customer environments
Support encryption, access controls, and compliance requirements relevant to telecom and IT services
Cross-Functional Collaboration
Work closely with engineering, provisioning, sales, and customer experience teams
Provide operational feedback to improve platform reliability and service delivery
Assist with onboarding, service changes, and infrastructure transitions
Qualifications
Strong experience in network monitoring, troubleshooting, and incident management
Proven hands-on technical background in telecom, UCaaS, and/or managed IT environments
Experience with Cisco Call Manager and familiarity with Mitel systems or other VoIP services
Solid understanding of VoIP, SIP, networking, firewalls, and SD-WAN concepts
Demonstrated ability to manage escalations and high-pressure incidents
Strong leadership skills with the ability to work side-by-side with technical teams
Excellent written and verbal communication skills
Strong analytical and problem-solving abilities
Additional Information
Preferred Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required)
Experience in UCaaS, telecom carriers, MSP/MSSP, or systems integration
Prior experience managing or leading a NOC or support operations team
Familiarity with compliance requirements in education, government, or healthcare environments
Core Competencies:
Exceptional organizational and multitasking skills.
Excellent written and verbal communication skills, with a customer-focused mindset.
Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.
Personal Attributes We Value
Hands-on, detail-oriented, and technically curious
Comfortable working independently in the field
Professional presence when engaging with customers
Strong sense of ownership and accountability
Able to balance operational urgency with technical rigor
All your information will be kept confidential according to EEO guidelines.
PLEASE APPLY ONLINE AT: https://tiny.pl/9mrzhkk
