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# Manager, Network Operations

- **Company:** One Inc
- **Location:** Raleigh, NC, United States
- **Experience:** Experienced
- **Salary:** $190,000.0 - $235,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Microsoft Office, Networking Basics, Remote Service Software, Computer Network Operations, Information Technology
- **Published:** July 20, 2026
- **Apply:** https://www.careerjet.com/job/usd8483c6757437201e09f5fb0a82e861c/eaa

## About the Role

* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
 * 3-5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role
 * Strong knowledge of ITSM frameworks, Windows/Mac OS, Office 365, networking basics, and endpoint management
 * Experience with helpdesk ticketing systems and remote support tools
 * ITIL certification is a plus

## Description

The Network Operations Manager is responsible for leading the frontline technical support team to ensure timely, professional, and effective resolution of internal and client-reported IT issues. This role oversees day-to-day network operations, manages staff performance, and drives continuous improvement in service delivery and user satisfaction. Responsibilities:

 * Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients
 * Ensure exceptional client experience through efficient handling of service requests, incidents, and escalations
 * Monitor ticket queues, response times, and resolution rates to meet or exceed SLAs
 * Serve as the point of escalation for complex or sensitive client issues, ensuring quick resolution and professional communication
 * Establish and maintain helpdesk processes that align with client SLAs, security standards, and ITIL best practices
 * Build strong client relationships by maintaining a service-oriented culture within the helpdesk team
 * Conduct regular coaching, performance reviews, and training for helpdesk staff to ensure technical and customer service excellence
 * Analyze support trends and client feedback to drive process improvements and reduce repeat issues
 * Collaborate with Account Management, Engineering, and other technical teams to ensure seamless client support
 * Maintain accurate documentation of client environments, support procedures, and known issues
 * Provide regular reporting to leadership on ticket metrics, team performance, and customer satisfaction scores (CSAT), Responsibilities Lead and manage the customer-facing helpdesk team to deliver timely, high-quality technical support to external clients Ensure exceptional client experience th…


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