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Network Operations Center
1 month ago
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)
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