Manager, NOC & Technical Support

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

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.