Supervisor, NOC

Responsibilities

• Supervise assigned NOC agents during a designated shift, ensuring continuous monitoring, support coverage, incident response, and queue management in a 24/7/365 environment.
• Monitor support queues, alerts, incoming tickets, and active incidents to ensure work is prioritized, assigned, updated, and resolved or escalated within established service levels and operational timeframes.
• Provide frontline technical guidance to NOC agents for troubleshooting customer issues, network alerts, service degradations, outages, and recurring support problems.
• Act as the primary shift escalation point for NOC agents, reviewing complex or high-priority issues and escalating to NOC Management, Engineering, Field Operations, vendors, or other internal teams when appropriate.
• Cook up shift-level incident response activities, including initial triage, impact assessment, customer or partner communication, ticket updates, escalation tracking, and service restoration follow-up. Ensure accurate and timely documentation of incidents, troubleshooting steps, customer communications, network changes, escalations, and shift handoff notes.
• Perform shift handoffs with incoming and outgoing supervisors, leads, or agents to ensure continuity of support, awareness of active incidents, pending escalations, maintenance events, and customer-impacting issues.
• Coach, mentor, and support NOC agents during the assigned shift by reinforcing standard operating procedures, troubleshooting practices, ticket quality expectations, and customer communication standards.
• Aid in onboarding and training of new NOC agents by providing hands-on guidance, process reinforcement, technical support, and feedback to NOC Management.
• Review ticket quality, queue activity, agent performance, escalation accuracy, and shift workflow to identify training needs, process gaps, recurring issues, or opportunities for operational improvement.
• Support approved maintenance activities, after-hours changes, firmware updates, circuit upgrades, and configuration changes by coordinating shift coverage, monitoring for impact, and escalating unexpected issues.
• Configure, validate, or assist with deployment support for network and service delivery hardware when needed, including switches, routers, servers, access points, NVRs, GPON OLTs, PDUs, and Dish Smartbox equipment.

Qualifications

• 1+ years of experience as a team lead, shift lead, senior agent, supervisor, or escalation point in technical support, network operations, managed services, or service provider environment.
• 3+ years of experience in a NOC, technical support, network support, service provider, managed services, or network operations role.
• High school diploma or equivalent required; associate degree, bachelor’s degree, technical certification, or equivalent industry experience preferred.
• Experience working in a 24/7/365 support, monitoring, or operations environment.
• Experience handling technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities.
• Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs.
• Ability to participate in escalation support or supervisor coverage rotation as needed.

Preferred

• Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience.
• Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks.
• Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes.
• Prior experience coaching or training technical support staff.

Pay Range

USD $70,700.00 - USD $120,300.00 /Yr.