Network Operations Center Technical Services Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage NOC personnel, including technicians and entry-level professionals, ensuring efficient 24x7 operations while adhering to established processes and service levels.

• Provide expert technical support and act as an escalation point for complicated incidents.

• Supervise the troubleshooting and resolution of issues related to computer systems, software applications, and networked/wireless systems.

• Monitor the performance of networks and systems, prioritize incidents, and coordinate response activities to minimize downtime and reduce customer impact.

• Report recurring issues, design flaws, reliability issues, and software bugs to design and software engineering teams.

• Engage in root cause analysis and implement long-term corrective measures.

• Assist with customer/user installations and training for highly technical or advanced systems.

• Collaborate directly with customers/users and product support staff to resolve intricate technical challenges.

• Establish and enforce departmental policies, procedures, and standards; suggest enhancements.

• Track work assignments, oversee workload, and ensure adequate staffing for all shifts.

• Prepare and deliver operational metrics, incident trends, and performance reports to senior management.

• Coordinate with senior leadership and engineering teams on design, reliability, and maintenance matters.

⛳️ Requirements

• Bachelor's degree and over 5 years of experience in an IT setting, including engineering, leadership, and Network Operations, or a master's degree with at least 3 years of experience.

• An additional 4 years of experience may be accepted in place of a degree.

• Practical experience in designing and implementing complex networks, including LAN, WAN, Cloud, and data center environments.

• Must be a US Citizen with the capacity to obtain and maintain a Public Trust.

• Previous experience in an ITIL-based IT service management or NOC environment.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible work schedules and remote work options.

• Retirement savings plans with company matching.