📍 Job Overview

Job Title: Network Operations Center (NOC) Manager
Company: Van Ausdall & Farrar Inc
Location: Indianapolis, IN, United States
Job Type: On-site
Category: IT Management
Date Posted: June 18, 2025
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Lead and manage a dynamic team of Technicians and Engineers in a Network Operations Center (NOC) environment.
Ensure service excellence by maintaining Service Level Agreement (SLA) benchmarks and allocating resources efficiently.
Drive training, professional development, and performance management of NOC staff.
Collaborate with cross-departmental managers to assist with Level 3 escalations and participate in special projects.
Optimize the MSP tool stack for performance, scalability, and efficiency.

📝 Enhancement Note: This role requires a strong leader with a customer-first mindset, excellent communication skills, and the ability to thrive in a fast-paced environment. Familiarity with Professional Services Automation tools and a proven track record of driving continuous process improvement initiatives are essential for success in this position.

💻 Primary Responsibilities

Team Leadership & Management: Lead and manage a changing team of Technicians, Level 1 Engineers, and Level 2 Generalists. Oversee and administer the Professional Services Automation (PSA) platform (e.g., AutoTask).
Service Delivery & Quality: Monitor, report, and act on key performance indicators (KPIs) to meet service goals. Ensure proper onboarding, training, and ongoing development of NOC team members. Conduct annual performance reviews and manage team performance and productivity.
Resource Management & Allocation: Participate in the annual budgeting process for NOC resource planning and tool investments. Manage vendor support contracts and oversee the renewal process for NOC-related services.
Cross-Functional Collaboration: Collaborate with cross-departmental managers to assist with Level 3 escalations as needed. Lead or support special projects as assigned by the Director of IT.
Process Improvement: Drive continuous process improvement initiatives across the division. Manage and optimize the MSP tool stack for performance, scalability, and efficiency.

🎓 Skills & Qualifications

Education: Bachelor’s degree preferred, or equivalent combination of education, industry certifications, and experience.

Experience: Minimum 10 years of supervisory experience in a Network Operations Center or similar technical service environment.

Required Skills:

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent time management skills with a proven ability to meet deadlines.
Ability to function well in a high-paced and at times stressful environment.
Proficiency with Professional Services Automation tools (AutoTask certification preferred).
Strong leadership, coaching, and development skills.
Strong communication skills—both written and verbal—with an ability to build rapport across departments.
Excellent time management and organizational skills with the ability to manage competing priorities.
Customer-first mindset with a commitment to service quality and operational excellence.

Preferred Skills:

Experience with IT Managed Services.
Familiarity with the IT industry and trends.
Knowledge of various IT service management frameworks (e.g., ITIL).

📝 Enhancement Note: Given the role's focus on service delivery, team management, and process improvement, candidates with a strong background in IT service management, excellent communication skills, and a proven track record of driving team success in a high-paced environment will thrive in this position.

📊 Portfolio & Project Requirements

NOC Management Portfolio: Demonstrate experience in managing a NOC or similar technical service environment. Highlight achievements in service delivery, team management, and process improvement.
Project Case Studies: Prepare case studies showcasing your ability to lead teams, optimize processes, and drive service excellence. Include data-driven results and testimonials from colleagues or clients.
Technical Documentation: Be prepared to discuss your experience with Professional Services Automation tools, IT service management frameworks, and other relevant technologies. Bring examples of your ability to manage and optimize the MSP tool stack.

💵 Compensation & Benefits

Salary Range: $90,000 - $120,000 per year (based on industry standards for IT Management roles in Indianapolis, IN)

Benefits:

Generous Paid Time Off
7 paid holidays + 1 floating/personal holiday
Monthly employee engagement activities
Paid volunteer time
Monthly fitness reimbursement
Tip Lead / Business Referral Incentive Program
Medical, Dental, and Vision insurance options
Flexible Spending Account (FSA) and Health Savings Account (HSA) options

Working Hours: Full-time, typically Monday-Friday, 8:00 AM - 5:00 PM, with on-call rotations and potential weekend work as needed.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for IT Management roles in Indianapolis, IN. Actual compensation may vary based on the candidate's experience, qualifications, and the company's internal equity.

🎯 Team & Company Context

🏢 Company Culture

Industry: IT Services & Consulting

Company Size: Medium (100-249 employees)

Founded: 1914

Team Structure:

The NOC team consists of Technicians, Level 1 Engineers, and Level 2 Generalists.
The NOC Manager reports directly to the Director of IT.
The NOC works closely with other departments, including Sales, Engineering, and Customer Success.

Development Methodology:

The company follows ITIL (Information Technology Infrastructure Library) best practices for IT service management.
Agile methodologies are used for project management and software development.

Company Website: Van Ausdall & Farrar

📝 Enhancement Note: Van Ausdall & Farrar is a well-established IT services and consulting company with a strong focus on customer service and operational excellence. The company values a customer-first mindset, continuous process improvement, and employee engagement.

📈 Career & Growth Analysis

IT Management Career Level: This role is an intermediate to advanced IT Management position, focusing on service delivery, team leadership, and process improvement. The ideal candidate will have a proven track record of driving success in a similar role and be eager to take on new challenges and responsibilities.

Reporting Structure: The NOC Manager reports directly to the Director of IT and oversees a team of Technicians and Engineers.

Technical Impact: The NOC Manager plays a critical role in ensuring service excellence and driving continuous improvement across the IT Managed Services division. This role has a significant impact on customer satisfaction, team performance, and overall operational efficiency.

Growth Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the NOC team and take on additional responsibilities, such as managing a larger team or leading a specific service area.
Technical Specialization: Candidates with strong technical skills may have the opportunity to specialize in a specific area, such as network infrastructure, cloud services, or cybersecurity.
Leadership Development: With a proven track record of success, the NOC Manager may have the opportunity to advance to a Director-level or higher position within the IT organization.

📝 Enhancement Note: This role offers significant growth potential for the right candidate. With a strong performance record, the NOC Manager may have the opportunity to take on additional responsibilities, specialize in a specific technical area, or advance to a leadership position within the IT organization.

🌐 Work Environment

Office Type: On-site, with a collaborative and customer-focused work environment.

Office Location(s): Indianapolis, IN, United States

Workspace Context:

The NOC is a 24/7 operation, with on-site and remote team members working in shifts to provide continuous support to customers.
The on-site office space is designed to facilitate collaboration and communication among team members.
The company offers multiple monitors, testing devices, and other tools to support the team's work.

Work Schedule: Full-time, typically Monday-Friday, 8:00 AM - 5:00 PM, with on-call rotations and potential weekend work as needed.

📝 Enhancement Note: The NOC Manager will work closely with on-site and remote team members to ensure service excellence and drive continuous improvement. A customer-first mindset, strong communication skills, and the ability to thrive in a fast-paced environment are essential for success in this role.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and basic qualifications.
On-Site Interview: A more in-depth discussion of the candidate's experience, skills, and fit for the role. This may include a tour of the NOC and an opportunity to meet with team members.
Technical Assessment: A hands-on evaluation of the candidate's ability to manage and optimize the MSP tool stack, as well as their understanding of IT service management best practices.
Final Interview: A conversation with the Director of IT to discuss the candidate's fit for the role and the company's long-term goals.

Portfolio Review Tips:

Highlight your experience in managing a NOC or similar technical service environment.
Showcase your ability to lead teams, optimize processes, and drive service excellence.
Include data-driven results and testimonials from colleagues or clients.
Be prepared to discuss your experience with Professional Services Automation tools, IT service management frameworks, and other relevant technologies.

Technical Challenge Preparation:

Brush up on your knowledge of IT service management best practices, including ITIL.
Familiarize yourself with the company's tools and technologies, including AutoTask and other Professional Services Automation platforms.
Prepare for behavioral interview questions that focus on your leadership, communication, and problem-solving skills.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Management: IT Management, Team Leadership, Service Delivery, Process Improvement, Resource Allocation, Vendor Management, Budgeting, Performance Management, Cross-Functional Collaboration
Technical: Professional Services Automation, IT Service Management, ITIL, AutoTask, MSP Tool Stack, Network Operations Center, IT Managed Services
Soft Skills: Communication, Interpersonal, Customer Service, Time Management, Organizational, Leadership, Coaching, Problem Solving, Collaboration, Customer-First Mindset

📝 Enhancement Note: To optimize your application and interview preparation, focus on demonstrating your leadership, communication, and problem-solving skills. Highlight your experience in managing a NOC or similar technical service environment, and be prepared to discuss your ability to drive service excellence and continuous process improvement.

🛠 Technology Stack & Web Infrastructure

Professional Services Automation Tools:

AutoTask (preferred)
ConnectWise
ServiceNow

IT Service Management Frameworks:

ITIL (Information Technology Infrastructure Library)
COBIT (Control Objectives for Information and Related Technology)
ISO/IEC 20000

Network Infrastructure:

Cisco
Juniper
Arista

Cloud Services:

Amazon Web Services (AWS)
Microsoft Azure
Google Cloud Platform (GCP)

📝 Enhancement Note: Familiarity with Professional Services Automation tools, IT service management frameworks, and relevant network infrastructure and cloud services is essential for success in this role. The ideal candidate will have experience with AutoTask and ITIL, as well as a strong understanding of the IT industry and trends.

👥 Team Culture & Values

IT Management Values:

Customer Focus: A strong commitment to delivering exceptional customer service and ensuring customer satisfaction.
Continuous Improvement: A dedication to driving process improvement and driving operational excellence.
Collaboration: A commitment to working closely with team members, cross-functional departments, and external partners to achieve shared goals.
Accountability: A willingness to take ownership of tasks and responsibilities, and to hold oneself and others accountable for results.

Collaboration Style:

Cross-Functional Integration: The NOC works closely with other departments, including Sales, Engineering, and Customer Success, to ensure customer satisfaction and drive operational excellence.
Code Review Culture: The company values a culture of continuous learning and improvement, with a focus on knowledge sharing and peer-to-peer coaching.
Knowledge Sharing: The company encourages employees to share their expertise and learn from one another, with regular training and development opportunities.

📝 Enhancement Note: Van Ausdall & Farrar values a customer-first mindset, continuous process improvement, and employee engagement. The company fosters a collaborative and inclusive work environment, with a strong commitment to delivering exceptional customer service and driving operational excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Service Delivery: Maintaining high service levels and meeting customer expectations in a dynamic and evolving environment.
Team Management: Leading and developing a team of Technicians and Engineers with diverse skills and backgrounds.
Process Improvement: Identifying and implementing opportunities for continuous process improvement and driving operational excellence.
Vendor Management: Managing vendor support contracts and overseeing the renewal process for NOC-related services.

Learning & Development Opportunities:

IT Service Management: Deepening your knowledge of IT service management best practices, including ITIL, COBIT, and ISO/IEC 20000.
Professional Services Automation: Expanding your expertise with Professional Services Automation tools, such as AutoTask, ConnectWise, and ServiceNow.
Leadership Development: Developing your leadership skills through coaching, mentoring, and other professional development opportunities.

📝 Enhancement Note: The NOC Manager role presents a unique set of challenges and opportunities for growth. Candidates with strong leadership, communication, and problem-solving skills will thrive in this role and have the opportunity to drive service excellence, lead a high-performing team, and contribute to the company's long-term success.

💡 Interview Preparation

Technical Questions:

IT Service Management: Describe your experience with IT service management best practices, including ITIL, COBIT, and ISO/IEC 20000. How have you applied these frameworks in previous roles?
Professional Services Automation: How have you used Professional Services Automation tools, such as AutoTask, ConnectWise, and ServiceNow, to drive service excellence and optimize processes?
Team Leadership: How have you led and developed a team of Technicians and Engineers in a previous role? What strategies have you used to drive team success and continuous improvement?

Company & Culture Questions:

Customer Focus: How do you ensure that the NOC team maintains a strong focus on customer service and satisfaction?
Process Improvement: Describe your approach to identifying and implementing opportunities for continuous process improvement. How have you driven operational excellence in previous roles?
Collaboration: How have you worked with cross-functional departments and external partners to achieve shared goals? What strategies have you used to facilitate collaboration and knowledge sharing?

Portfolio Presentation Strategy:

Service Delivery: Highlight your experience in managing a NOC or similar technical service environment, and showcase your ability to drive service excellence and meet customer expectations.
Team Leadership: Demonstrate your ability to lead and develop a team of Technicians and Engineers, with a focus on driving team success and continuous improvement.
Process Improvement: Showcase your experience in identifying and implementing opportunities for continuous process improvement, with a focus on driving operational excellence.

📝 Enhancement Note: To prepare for the technical interview, focus on demonstrating your leadership, communication, and problem-solving skills. Highlight your experience in managing a NOC or similar technical service environment, and be prepared to discuss your ability to drive service excellence and continuous process improvement.

📌 Application Steps

To apply for the Network Operations Center (NOC) Manager position at Van Ausdall & Farrar Inc:

Tailor Your Resume: Highlight your experience in IT Management, Team Leadership, Service Delivery, and Process Improvement. Include relevant keywords, such as Professional Services Automation, IT Service Management, and AutoTask.
Prepare Your Portfolio: Showcase your experience in managing a NOC or similar technical service environment, with a focus on service delivery, team leadership, and process improvement. Include data-driven results and testimonials from colleagues or clients.
Research the Company: Familiarize yourself with Van Ausdall & Farrar's history, values, and commitment to customer service and operational excellence. Prepare thoughtful questions to ask during the interview process.
Prepare for the Interview: Review the interview process and portfolio review tips outlined above. Practice your responses to common interview questions and be prepared to discuss your experience, skills, and fit for the role.

📝 Enhancement Note: By following these application steps and tailoring your resume and portfolio to the specific requirements of the NOC Manager role, you will increase your chances of success in the interview process and secure your dream job at Van Ausdall & Farrar Inc.

Network Operations Center (NOC) Manager