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.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

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.

Location

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

The Main Responsibilities

• 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.

What We Look For in a Candidate

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Compensation

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, ID, 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 and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits
• Bonus Structure

#LI-Remote

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Requisition #: 340879

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

From metro connectivity to long-haul data transport to our edge cloud, security, managed service, and digital platform capabilities, we meet our customers’ networking needs today and as they build for tomorrow. Our experience-first approach to networking, edge cloud and cybersecurity connects people, data and apps―quickly, securely and effortlessly. We ignite business growth and accelerate innovation for 8 of the 10 most valuable brands in the world.