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BlueAlly · 14 hours ago

Technical Support Operations Manager

Plano, TX

Full-time

Onsite

Senior Level, Lead/Staff

$110K/yr - $125K/yr

10+ years exp

BlueAlly is seeking a Technical Support Operations Manager to lead their Managed Services support organization. The role involves providing operational direction, ensuring service levels are met, and enhancing customer satisfaction through effective team management and continuous improvement initiatives.

Cyber SecurityInformation TechnologyProfessional Services

Work & Life Balance

H1B Sponsor Likely

Responsibilities

Lead cross-functional teams to develop operational performance assessments and management reports

Oversee day-to-day technical operations of Managed Services and NOC Engineers, ensuring efficiency, responsiveness, and service excellence

Manage daily workload distribution and team scheduling to maintain balanced coverage across all shifts

Define, implement, and continually improve standard operating procedures, run books, and escalation workflows

Develop and deliver ongoing training programs to elevate technical capabilities across the team

Partner with internal groups such as SOC, Infrastructure, Consulting, and Sales to coordinate operational activities

Provide escalation level support for complex infrastructure and networking issues; drive root cause analysis and resolution

Establish, track, and report on key operational metrics (SLA compliance, ticket volume, resolution time, CSAT, etc.)

Mentor and coach engineers at all levels to promote technical depth, accountability, and career growth

Drive a culture of ownership, collaboration, and continuous improvement within the support organization

Act as a point of escalation for major incidents and customer-impacting issues, ensuring timely communication and resolution

Manage and administer ITSM systems (e.g., Zendesk), ensuring they align with business and operational needs

Actively assist with customer issues when necessary, maintaining a strong hands-on technical presence

Collaborate with other functional leaders to streamline support processes and improve service delivery

Qualification

Technical Support ManagementIT Service ManagementMicrosoft Windows ServerNetwork InfrastructureVirtualization TechnologiesCloud PlatformsIncident ManagementMonitoring SystemsAnalytical SkillsLeadershipCommunication SkillsCollaboration

Required

10+ years of progressive experience in technical support, managed services, or NOC/helpdesk operations, including direct, hands-on technical work

5+ years of demonstrated leadership or management experience overseeing 24x7 or multi-shift technical support or NOC teams

Willingness to work onsite in Plano full-time (5 days per week)

Proven track record managing onsite technical staff, including scheduling, performance management, and career development

Strong technical foundation in Microsoft Windows Server, Active Directory, virtualization technologies (VMware, Hyper-V), and network infrastructure (routing, switching, firewalls)

Solid experience with IT Service Management (ITSM) platforms, including configuration, automation, and reporting

Working knowledge of cloud platforms (Microsoft Azure) and hybrid environment integrations

Demonstrated ability to manage and maintain SLAs, KPIs, and operational metrics within a customer-driven managed services organization

Excellent analytical, organizational, and communication skills with the ability to interact effectively across technical and business teams

Proven incident, problem, and change management experience using ITIL-aligned processes

Hands-on experience supporting and mentoring engineers at L1–L3 levels, including direct involvement in troubleshooting and escalation management

Experience developing and enforcing standard operating procedures, run books, and escalation workflows

Strong background in monitoring and alerting systems (e.g., LogicMonitor, ControlUp, SolarWinds, or similar)

Preferred

Zendesk preferred

ITIL certification preferred

Company

BlueAlly

BlueAlly has been serving as a prime source of IT Services for customers both large and small. It is a sub-organization of SecureWirelessWorks.com.

Founded in 1999

Vienna, Virginia, USA

201-500 employees

https://blueally.com/

H1B Sponsorship

BlueAlly has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (7)