IT NOC Supervisor

This is an onsite role.

ESSENTIAL DUTIES and RESPONSIBILITIES: Include, but are not limited to, the following:

• Establishing and maintaining an effective NOC team and staffing model that best meets the needs of the organization and provides strategies for continuous development and individual growth

• Serving as the team lead for the deployment, installation, administration and maintenance of LAN and WAN technologies; the resolution of all trouble calls, emails, and enters work orders into our tracking software and partners with the Network Operations Center to analyze and evaluate network infrastructure incident and problem management reports; troubleshooting operations, systems backups, and disaster recovery of network infrastructure

• Inventory and lifecycle management, to include the recommendation on purchasing of software licenses, software, hardware, and other equipment related to the network infrastructure

• Work with other Supervisors and actively participate and partner with Change Management ensuring all planned changes to the network infrastructure have met organizational compliance criteria and related policies.

• Work with other Supervisors and the Sr. Manager to prepare annual capital and operating budgets and manage network vendor relations and associated costs

• Maintains current knowledge of relevant technologies and systems upgrades and modifications and oversees staff training.

• Makes recommendations and ensures teams implement process improvements.

• Reviews performance metrics and recommends new measures and metrics.

• Works various shifts including weekends and holidays as needed.

SUPERVISORY RESPONSIBILITIES: Provides oversight and acts as point 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.

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• Develops collaborative relationships with staff and builds cohesive teams to facilitate workloads and accomplishment of business goals.

• Good planning and organizational skills, a professional demeanor and strong work ethic.

• Willingness to work outside of normal business hours.

• Strong telephone and interpersonal skills in order to maintain good customer relationships.

• Good communications skills with a good command of the English language.

• Ability to work in a fast-paced, busy and occasionally stressful environment effectively to produce results.

• Demonstrates a commitment toward meeting and exceeding the needs of customers.

• Ability to meet deadlines while working under pressure.

• Willingness to 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.

• Willingness to work shifts including weekends, holidays and evenings when necessary.

• Must be able to pass pre-employment background investigations.

Education and/or Experience:

• An associate’s degree in computer information systems/information technology or related. A Bachelor’s degree in computer information systems/information technology is preferred.

• Four years’ related progressive work experience, preferably in a technical call center.

• An equivalent combination of education, training and/or work experience may be substituted upon hiring manager’s approval.

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