Manager, NOC & Technical Support

Description: Location: Hybrid, Indianapolis, IN Department: Technical Support Reports to: Director, NOC & Support Who we are Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. Who we’re looking for We’re looking for a Manager of NOC & Technical Support who is a hands-on leader responsible for driving team performance, operational excellence, and customer outcomes across the support organization. This role bridges frontline support with strategic direction, ensuring that day-to-day support operations align with the broader business goals and deliver a consistently high-quality customer experience. This position plays a critical role in translating customer needs into actionable improvements, working cross-functionally with engineering, product, and customer success to identify the best path forward for both the customer and business. What You’ll Do Lead, mentor, and develop support engineers and team leads across all tiers (T1 - T3) Own day-to-day support operations, including queue health, SLA adherence, and case quality Drive team performance through clear metrics, accountability, and regular coaching Manage high-impact customer escalations and ensure a timely resolution Analyze support metrics (SLA, AHT, MTTR, CSAT, etc.) to inform decisions and improvements Establish and refine scalable processes for case management, escalations, and workflows Act as the voice of the customer by identifying trends and driving cross-functional improvements Partner with engineering, product, and services to resolve systemic issues and improve outcomes Support onboarding, training, and knowledge management to improve team capability and efficiency Performs additional functions and duties as assigned Supervisory Responsibilities This position supervises a team of 15+ technical individuals in a 24x7x365 environment who work both on-site and/or remotely Responsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture Requirements: What You’ll Bring 3+ Years of managing a team of 10 or more Strong leadership ability and people management skills Excellent verbal and written skills are a must Proficient time management and task prioritization skills Diverse exposure and understanding of a variety of operating systems and virtualization platforms, and understanding of the interaction of the different layers of technology (Network, storage, etc.) A solid technical background and technical knowledge of computer hardware and software architecture, operating systems, virtualization, networking, and storage; experience with Linux, Windows, Linux command line, and third-party applications. Knowledge of current Hyperconvergence Edge technologies and emerging trends A customer-first mindset, passion for helping others, and ability to stay calm under pressure Experience managing in a multilingual environment is a plus Education and Experience Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) or relevant work experience Relevant technical certifications are preferred Minimum of 3 years of related industry experience Work Environment and Physical Demands This is a largely sedentary role that requires extended periods of time working on the phone and using a mouse, keyboard, and computer. It will occasionally require the ability to lift equipment and packages May require occasional evening or weekend availability for escalations or critical issues. Standard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners Perks of Scale Computing Comprehensive benefits including medical, dental, and vision starting on first of the month following date of hire 401(k), FSA, HSA Fully stocked kitchen Casual dress code Paid company holidays Discretionary time off policy Flexible work environment and an opportunity to grow as we grow. Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale Computing was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer. Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.