Network Operations Center (NOC) Supervisor

Summary 

The Supervisor of the Network Operation Center is responsible for supporting the Manager in all areas related to the Network Operation Center operations and staff. 

Duties and Responsibilities 

• Recruit, lead, mentor, train, and support NOC/Help Desk Team Leads and Engineers to achieve initiatives, adhere to deadlines, and proactively mitigate issues and risks 

• Serve as Acting Manager whenever the Manager is out of the office or unavailable 

• Ensure the team provides accurate and prompt entry of tickets and time for all work 

• Ensure that those providing the most value to the organization are recognized and rewarded appropriately, and provide structure and opportunities for career growth  

• Act as an additional point of escalation and liaison to other teams. 

• Learn and apply a fundamental understanding of key aspects of the businesses supported 

• Troubleshoot, analyze and debug issues and events, and be able to provide incident management 

• Solve complex business problems, both as a team and independently 

• Partner with various departments to identify inefficiencies (including costs), and work with management to reduce or eliminate them 

• Assist the organization define and adhere to company and compliance policies, procedures, best practices, and standards 

• Perform other duties as assigned 

Qualifications & Requirements 

Required Education, Experience, Certification/Licensure 

• Bachelor's degree in any discipline required 

• 3 years prior experience as a lead or supervisor in a helpdesk role 

• Demonstrated mentoring and leadership skills 

• Directly manage up to twenty-five (25) NOC personnel, including recruitment, training, performance evaluation, and professional development. 

• Understand and apply the Impact, Urgency and Priority Matrix  

• Works with a sense of urgency without sacrificing attention to detail 

• Perform all work and activities with honesty and integrity 

• Continually strives to improve products and services 

• Demonstrates appropriate judgment 

• Excellent analytical and problem-solving skills 

• Excellent interpersonal and communication skills 

• Self-motivated to learn new practices, processes, skills, and tools, 

• Shows initiative and resourcefulness ("can do" attitude)