{"schemaVersion":"jobsearcher.job.v1","id":"1a1fe2c6d9d6b6b44c87099b","url":"https://jobsearcher.com/jobs/1a1fe2c6d9d6b6b44c87099b","canonicalUrl":"https://jobsearcher.com/jobs/1a1fe2c6d9d6b6b44c87099b","title":"Manager, NOC & Technical Support","description":"Description:\nLocation: Hybrid, Indianapolis, IN\nDepartment: Technical Support\nReports to: Director, NOC & Support\nWho we are\nScale 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.\nWho we’re looking for\nWe’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.\nThis 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.\nWhat You’ll Do\nLead, mentor, and develop support engineers and team leads across all tiers (T1 - T3)\nOwn day-to-day support operations, including queue health, SLA adherence, and case quality\nDrive team performance through clear metrics, accountability, and regular coaching\nManage high-impact customer escalations and ensure a timely resolution\nAnalyze support metrics (SLA, AHT, MTTR, CSAT, etc.) to inform decisions and improvements\nEstablish and refine scalable processes for case management, escalations, and workflows\nAct as the voice of the customer by identifying trends and driving cross-functional improvements\nPartner with engineering, product, and services to resolve systemic issues and improve outcomes\nSupport onboarding, training, and knowledge management to improve team capability and efficiency\nPerforms additional functions and duties as assigned\nSupervisory Responsibilities\nThis position supervises a team of 15+ technical individuals in a 24x7x365 environment who work both on-site and/or remotely\nResponsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture\nRequirements:\nWhat You’ll Bring\n3+ Years of managing a team of 10 or more\nStrong leadership ability and people management skills\nExcellent verbal and written skills are a must\nProficient time management and task prioritization skills\nDiverse 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.)\nA 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\nA customer-first mindset, passion for helping others, and ability to stay calm under pressure\nExperience managing in a multilingual environment is a plus\nEducation and Experience\nBachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) or relevant work experience\nRelevant technical certifications are preferred\nMinimum of 3 years of related industry experience\nWork Environment and Physical Demands\nThis 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\nMay require occasional evening or weekend availability for escalations or critical issues.\nStandard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners\nPerks of Scale Computing\nComprehensive benefits including medical, dental, and vision starting on first of the month following date of hire\n401(k), FSA, HSA\nFully stocked kitchen\nCasual dress code\nPaid company holidays\nDiscretionary time off policy\nFlexible work environment and an opportunity to grow as we grow.\nScale 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.\nScale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.","company":"Scale Computing","rawCompany":"scale computing","city":"Indianapolis","state":"IN","isRemote":false,"isActive":false,"createdAt":"2026-04-14T11:25:17.331Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, NOC & Technical Support","description":"Description:\nLocation: Hybrid, Indianapolis, IN\nDepartment: Technical Support\nReports to: Director, NOC & Support\nWho we are\nScale 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.\nWho we’re looking for\nWe’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.\nThis 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.\nWhat You’ll Do\nLead, mentor, and develop support engineers and team leads across all tiers (T1 - T3)\nOwn day-to-day support operations, including queue health, SLA adherence, and case quality\nDrive team performance through clear metrics, accountability, and regular coaching\nManage high-impact customer escalations and ensure a timely resolution\nAnalyze support metrics (SLA, AHT, MTTR, CSAT, etc.) to inform decisions and improvements\nEstablish and refine scalable processes for case management, escalations, and workflows\nAct as the voice of the customer by identifying trends and driving cross-functional improvements\nPartner with engineering, product, and services to resolve systemic issues and improve outcomes\nSupport onboarding, training, and knowledge management to improve team capability and efficiency\nPerforms additional functions and duties as assigned\nSupervisory Responsibilities\nThis position supervises a team of 15+ technical individuals in a 24x7x365 environment who work both on-site and/or remotely\nResponsible for coaching, performance reviews, staffing plans, and fostering a collaborative and accountable team culture\nRequirements:\nWhat You’ll Bring\n3+ Years of managing a team of 10 or more\nStrong leadership ability and people management skills\nExcellent verbal and written skills are a must\nProficient time management and task prioritization skills\nDiverse 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.)\nA 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\nA customer-first mindset, passion for helping others, and ability to stay calm under pressure\nExperience managing in a multilingual environment is a plus\nEducation and Experience\nBachelor’s degree in a related field (e.g., Information Technology, Engineering, Computer Science) or relevant work experience\nRelevant technical certifications are preferred\nMinimum of 3 years of related industry experience\nWork Environment and Physical Demands\nThis 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\nMay require occasional evening or weekend availability for escalations or critical issues.\nStandard office environment; requires regular use of Apple Mac computers, softphones, and office equipment such as printers and scanners\nPerks of Scale Computing\nComprehensive benefits including medical, dental, and vision starting on first of the month following date of hire\n401(k), FSA, HSA\nFully stocked kitchen\nCasual dress code\nPaid company holidays\nDiscretionary time off policy\nFlexible work environment and an opportunity to grow as we grow.\nScale 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.\nScale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.","datePosted":"2026-04-14T11:25:17.331Z","dateModified":"2026-04-14T11:25:17.331Z","hiringOrganization":{"@type":"Organization","name":"Scale Computing","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Indianapolis","addressRegion":"IN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1a1fe2c6d9d6b6b44c87099b"},"url":"https://jobsearcher.com/jobs/1a1fe2c6d9d6b6b44c87099b"}}