IT NOC Supervisor

About the role

We are seeking a Network Operations Center (NOC) Supervisor to lead a high-performing team responsible for monitoring, supporting, and maintaining critical network infrastructure and operations. In this role, you will provide leadership and oversight for day-to-day NOC activities, drive operational excellence, ensure service reliability, and foster a culture of continuous improvement and professional development. The ideal candidate combines strong technical expertise with proven leadership skills, bringing the ability to manage network operations, mentor team members, optimize processes, and collaborate across departments to support organizational goals. This position plays a key role in incident management, change management, vendor partnerships, budgeting, and maintaining a secure, reliable, and scalable network environment. This is an onsite role.

Responsibilities

• Establish and maintain an effective NOC team and staffing model that meets organizational needs and provides strategies for continuous development and individual growth.
• Serve as the team lead for the deployment, installation, administration, and maintenance of LAN and WAN technologies; resolve trouble calls, emails, and enter work orders into tracking software.
• Partner with the Network Operations Center to analyze and evaluate network infrastructure incident and problem management reports; troubleshoot operations, systems backups, and disaster recovery of network infrastructure.
• Manage inventory and lifecycle, including recommendations for purchasing software licenses, hardware, and other network-related equipment.
• Work with other supervisors and actively participate in Change Management to ensure all planned changes to the network infrastructure meet organizational compliance criteria and related policies.
• Collaborate with supervisors and the Sr. Manager to prepare annual capital and operating budgets and manage network vendor relations and associated costs.
• Maintain current knowledge of relevant technologies, systems upgrades, and modifications, and oversee staff training.
• Make recommendations and ensure teams implement process improvements.
• Review performance metrics and recommend new measures.
• Work various shifts including weekends and holidays as needed.

Supervisory Responsibilities

Provides oversight and acts as the point of contact for NOC staff in a call center environment. Works under general direction and has the authority to establish performance expectations and recommend process improvements.

Requirements

• Develops collaborative relationships with staff and builds cohesive teams to facilitate workloads and accomplish business goals.
• Good planning and organizational skills, a professional demeanor, and a strong work ethic.
• Willingness to work outside of normal business hours, including weekends, holidays, and evenings.
• Strong telephone and interpersonal skills to maintain good customer relationships.
• Good communication skills with a strong command of the English language.
• Ability to work in a fast-paced, busy, and occasionally stressful environment effectively to produce results.
• Demonstrates a commitment to meeting and exceeding customer needs.
• Ability to meet deadlines while working under pressure.
• Willingness to participate in telephone monitoring of conversations for quality performance.
• Ability to communicate technical concepts in an understandable, non-technical manner.
• Ability to build teams, motivate, and influence staff performance.
• Must be able to pass pre-employment background investigations.

Qualifications

An associate’s degree in computer information systems/information technology or a related field is required; a Bachelor’s degree in computer information systems/information technology is preferred. Four years of related progressive work experience, preferably in a technical call center, is required. An equivalent combination of education, training, and/or work experience may be substituted upon hiring manager’s approval.