Manager NOC

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

The Manager NOC I is responsible for leading and managing our dedicated customer operational support teams within TMNS (Tailored Managed Network Services) & Adaptive Support. This role ensures consistent, high-quality service delivery by driving operational effectiveness, monitoring performance, and guiding individual team development in alignment with Lumen and customer expectations. The manager will oversee daily operations, prioritize issue resolution, and maintain strong customer focus while fostering a culture of accountability and continuous improvement.

This is a work from home position within the U.S.

• Lead, develop, and manage dedicated customer operational support teams to ensure exceptional service delivery aligned with Lumen’s operational standards and customer expectations.
• Oversee daily NOC operations, ensuring prompt identification, escalation, and resolution of network and service‑impacting incidents.
• Monitor individual and team performance, providing coaching, mentoring, and corrective guidance to drive continuous improvement and accountability.
• Ensure operational processes, procedures, and documentation are followed, maintained, and enhanced to support consistent, reliable customer support.
• Serve as an operational point of contact for dedicated customers, ensuring clear communication, timely updates, and a strong customer‑focused approach.
• Manage staffing levels, scheduling, and workload distribution to maintain appropriate coverage and operational readiness.
• Review operational metrics and performance data to identify trends, risks, and improvement opportunities.
• Drive a culture of collaboration, professionalism, and customer advocacy within the ops teams.
• Support cross‑functional coordination with engineering, service management, and other operational teams to improve service stability and customer experience.

• Bachelor’s degree or equivalent education and preferably 3+ years experience leading operational support, NOC, or technical service teams in a fast‑paced environment.
• Strong understanding of network operations, incident management, and service restoration processes.
• Proven ability to manage team performance, including coaching, mentoring, and developing staff.
• Excellent communication skills with the ability to interface effectively with customers, peers, and leadership.
• Strong analytical and problem‑solving skills with the ability to interpret operational data and drive improvements.
• Ability to prioritize tasks, manage shifting demands, and maintain service levels under pressure.
• Demonstrated ability to foster teamwork, collaboration, and a customer‑first mindset.

• Experience managing dedicated customer support environments or high‑touch service teams.
• Knowledge of ITIL principles and best practices.
• Familiarity with NOC tools, monitoring platforms, and ticketing systems.
• Leadership experience in telecommunications, network operations, or technical support roles.
• Ability to drive process refinement and operational efficiency initiatives.

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$82,969 – $110,625 in these states: AL, AR, AZ, FL, GA, IA, , IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.

$87,117 – $116,156 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.

$91,266 – $121,688 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional…