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.

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

• 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

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.