Network and Security (NOC/SOC) Manager

The NOC / SOC Manager leads a combined team responsible for the health, security, stability, and operational maturity of client environments. This role oversees both infrastructure and security operations, ensuring client systems are monitored, supported, protected, and continuously improved.

This is not just a queue-management role. It is a client-serving, people leadership, and operational ownership role. The manager is accountable for team performance, escalation quality, client trust, service consistency, and the steady improvement of operational processes across both network/infrastructure and security functions.

The NOC / SOC Manager helps create a department that is calm under pressure, strong in follow-through, disciplined in escalation, and aligned to the outcomes our clients actually care about., * Oversee daily infrastructure monitoring, alert response, ticket flow, escalations, and security event handling.

• Create a steady operating rhythm with clear priorities, roles, and follow-through.
• Partner well with adjacent teams to improve handoffs and resolution speed.

Oversee Client Infrastructure and Reliability

• Guide support of core client environments including Microsoft 365, identity, servers, firewalls, switching, and endpoint tooling.
• Ensure disciplined handling of outages, recurring issues, and operational risk.

Oversee Security Operations and Incident Response

• Lead monitoring of security alerts, investigations, and coordinated incident response.
• Ensure events are triaged well, escalated clearly, and documented properly.
• Improve client security posture through stronger process, visibility, and follow-through.

Manage Escalations, KPIs, and Service Quality

• Ensure tickets and escalations move with urgency, ownership, and clarity.
• Track trends, aging, repeat issues, and team performance.
• Develop and report on KPIs tied to responsiveness, quality, and operational stability.

Build Client Trust

• Serve as a leadership contact for escalated operational or security concerns.
• Communicate clearly and calmly during incidents and service challenges.
• Help clients feel that F1/NX is organized, proactive, and accountable.

You are a steady leader who can manage both people and pressure with confidence and composure. You set clear expectations, hold people accountable fairly, and are known for strong follow-through. You are comfortable leading technical teams without needing to be the hero technician, and you know how to spot patterns, improve systems, and reduce operational noise. You are strong with clients, especially in tense or high-visibility moments, and you bring a grounded, organized presence that creates calm and clarity for both your team and the clients you serve., * 5+ years of experience in IT operations, infrastructure support, security operations, or a related technical services environment.

• 2+ years of people leadership experience with responsibility for coaching, accountability, and team performance.
• Strong leadership knowledge of Microsoft 365, Windows environments, firewalls, switches, DNS, DHCP, endpoint tools, and general client systems support.
• Experience overseeing ticket queues, escalations, incident handling, and service delivery in an MSP or similar fast-moving environment.
• Familiarity with security operations concepts including alert triage, incident response, access control, and security monitoring workflows.
• Strong communication skills, sound judgment, and the ability to work effectively under pressure.
• Experience with ITSM practices, SOP/process discipline, and service improvement work.
• Demonstratable evidence of effective work assignment and delegation.

Bonus: Knowledge of frameworks such as ITSM, NIST, CIS, or ISO.

Why F1/NX

F1/NX partners with organizations to keep IT seamless, secure, and aligned to real business growth. We believe strong operations and strong security should not feel bureaucratic or disconnected from the client. They should be calm, dependable, responsive, and human.

Remote Remote $93,000 - $107,000 a year - Full-time