Manager, Technology Services Security Operations Center​/Network Operations Center

Manager, Technology Services Security Operations Center/Network Operations Center

Core Civic is hiring a Manager for the SOC/NOC at our corporate office in Brentwood, TN. The role is hybrid: 3 days onsite in Nashville, TN and 2 days remote.

The Manager oversees daily SOC/NOC operations, workload management and incident ticket resolution to ensure network and security KPIs, SLAs and regulatory compliance. Supports Technology Support Services and Facility Support Center. Manages a 24/7 team of technical analysts, tracks performance and delivers professional technical support.

• Oversees the quality of SOC/NOC technology services provided by TSS and FSC support staff; analyzes tickets to identify recurring patterns and develop preventive solutions.
• Supervises staff performance, onboarding, training, performance reviews, and staff scheduling while approving leave requests.
• Monitors network performance and security incidents within Azure, Microsoft 365 cloud environments.
• Develops and optimizes processes to achieve service level requirements and performance goals; creates network health assessments, KPIs and performance reports; recommends operational efficiency improvements.
• Leverages tools to evaluate ticket statistics and key metrics in Service Now, providing service level reports for Technology leadership.
• Identifies, documents, tracks and resolves reported problems.
• Maintains a support staff schedule and provides guidance for 24-hour operations.
• Trains and coaches team members on research, troubleshooting and solution delivery for known errors and workarounds.
• Serves as the main escalation point for security breaches, ensuring smooth handoff and resolution through completion.
• Acts as a cross‑functional liaison, developing company‑wide communications for the Technology department and representing the department to provide updates related to outages and workarounds.
• Collaborates with other managers and system administrators to understand immediate and long‑term trends affecting the customer experience and correcting root causes.
• Domestic U.S. travel may be required.

• Bachelor’s degree in Computer Science, Information Technology or related field.
• Five years of experience in technical help desk or desktop support for a multi‑site employer, including at least two years of supervisory experience.
• CompTIA Network+ and/or Security+ certification or equivalent.
• Proficient in current network design principles (LANs, WANs, WLANs, gateways, routers, switches).
• Strong problem‑solving, customer service and analytical skills.
• Working knowledge of ITIL practices.
• Proficiency in Service Now and Microsoft Office applications.
• Ability to travel domestically within the United States as required.

Core Civic is a Drug Free Workplace & EOE – Vets/Disabled.