CalgaryCalgary Branch - Dedicated Client Support /Permanent Employee /On-siteLong View. A career that helps you get more out of life.A Long View career helps you get more out of life. We don't just say it, we prove it. Every day. We're proud of our reputation as one of North America's most dynamic IT providers - and we're even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you'll see how our company's core pillars - Integrity, Competence, Value, and Fun - resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!Are you energized by owning service delivery and being accountable for outcomes-not just outputs? Do you enjoy building strong relationships with clients and becoming a trusted operational partner?We are looking for an engaging and customer-centric NOC Team Lead to join our Calgary branch and working out of our NE client's location. You will lead a team of consultants and partner with the Director, Client Success and Client to ensure a high level of service delivery and client satisfaction.A Day in the Life:Lead and support a high-performing NOC team by sharing company updates, setting clear expectations, and fostering open, transparent communicationAct as a key point of contact for the client, managing day-to-day service delivery, expectations, and operational communicationsAttend and contribute to regular operational review meetings, and prepare meaningful monthly and quarterly service reportsCoach, mentor, and support team members through bi-weekly one-on-ones, career planning conversations, and ongoing feedbackProvide guidance on technical challenges, helping your team navigate incidents, obstacles, and complex operational situationsPromote a positive, inclusive team culture by leading by example and encouraging engagement through team events and collaborationEnsure operational excellence by overseeing incident management, escalations, and adherence to ITIL best practices and client processesOwn the delivery of NOC/ITOC services, prioritizing issues that impact critical business operations and participating in post-incident reviewsManage administrative and leadership responsibilities including scheduling, timesheets, billing oversight, approvals, and performance recognitionWhat You Bring:5+ years of experience managing complex, multi-tenant infrastructure tools and cloud-connected technologiesWide knowledge of multiple technical disciplines including distributed systems, databases, messaging, network routing & switching, Linux, Windows, PowerApps, scripting languages such as C+ and PowerShell and a wide variety of monitoring and management tools such as SolarWinds and SplunkExperience managing IT service management tools including performance monitoring and ITSM solutionsExperience working with incident tickets, problem tickets, change tickets and service requests that follow ITIL framework standardsExperience managing outage incidents, up to and including major incident managementExperience provisioning new client services and working through customer onboarding tasksAbility to handle 24/7 services with upwards of 12 analysts and 3 senior support staff including Senior analysts, Patch Coordinator and a Business Analyst.Strong verbal and written communicationAvailability to work early (mornings, evenings or overnights with weekend coverage) to accommodate business needs$60,835 - $79,847 a yearExpected base salary rangeWant to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!Long View's mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know
