Job Description

Position: NOC Supervisor (1st shift)

Location: Cleveland, OH (100% onsite)

Duration: W2 Full-time role

Description:

The Supervisor is the shift-level manager responsible for the stable, efficient, and reliable day-to-day operation of the network infrastructure. You will be a Supervisor first, then escalation second.
This supervisor ensures staff adherence to all procedures, manages workload prioritization, and serves as the primary escalation point for Analysts and Technicians.

Responsibilities:
Leadership:

• Manage the daily supervision of approximately 10-15 Analysts and Technicians, including scheduling, time-off requests, and ensuring adequate 24/7 coverage.
• Provide coaching, training, and technical mentorship to develop the team's troubleshooting and diagnostic skills.
• Conduct regular check-ins and performance reviews, offering constructive feedback and contributing to formal employee appraisals.
• Assist the NOC Manager with the recruitment, interviewing, and onboarding of new technical staff.

Daily Operations:

• Oversee all day-to-day activities during the assigned shift.
• Review and assign all incoming work, including automated alerts, trouble tickets, service requests, and change orders, ensuring proper prioritization and timely resolution by staff.
• Ensure the team is diligently monitoring all network and system health dashboards, performance metrics, and alerts using monitoring tools.
• Drive the team to meet or exceed Service Level Agreements (SLAs) for response time (MTTA) and resolution time (MTTR).
• Review the quality and completeness of all incident tickets, ensuring all actions, escalations, and resolutions are accurately logged in the ticketing system.

Incident and Policy Management:

• Act as the first point of escalation for complex technical issues that Level 1/2 staff cannot resolve, providing guidance or stepping in to troubleshoot.

• Take ownership of critical incidents, coordinating the initial response, managing bridge calls, and engaging specialized engineering teams
• Ensure clear, timely, and effective internal and external communication regarding the status of all significant incidents and maintenance activities.
• Lead preliminary root cause analysis on recurring incidents and collaborate with the Problem Management team to find and eliminate systemic issues.
• Ensure all staff strictly adhere to established Standard Operating Procedures, runbooks, and ITIL-based processes.
• Oversee and approve network change requests during the shift, ensuring change management policies are followed to minimize risk to the production environment.
• Knowledge Base Maintenance: Champion the creation and maintenance of a robust knowledge base (KEDB) for common resolutions and known errors.
• Operational Reporting: Prepare and present daily, weekly, or shift reports on NOC
• performance, network availability, and key metrics for management review.

Required Skills:

• Security Clearance: Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.
• Associate's Degree (or equivalent) in IT, Computer Science, or equivalent technical training/certifications (or equivalent work experience).
• Minimum 3+ years of hands-on experience in a 24/7 operations environment, triage, and ticket management.
• Minimum 1+ year of experience guiding, mentoring, or directly supervising junior technical staff.
• Proven ability to coordinate initial incident response, manage bridge calls, and perform accurate ticket quality review.
• Core Skills: Solid understanding of network monitoring tools, protocols (TCP/IP), and basic troubleshooting for LAN/WAN/Security devices.
• Strong verbal and written communication, essential for clear shift handovers and incident reporting.

Desired Skills:

• IT Service Management: ITILv4 Foundation.
• Cisco Certified Network Associate (CCNA)
• Fortinet Certified Associate (FCA) or NSE 2/3.