Network Operations Center Supervisor - Information Technology Services Department (Temporary Full Time)

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The Information Technology Services Department is seeking a highly skilled and motivated Network Operations Center (NOC) Supervisor to oversee the daily operational monitoring and support of the City's enterprise network. This role is critical to ensuring the stability, reliability, and performance of a large-scale Cisco-based network infrastructure that spans multiple departments and public service operations. The NOC Supervisor will lead a team responsible for proactive network monitoring, incident response, and break-fix activities using enterprise-grade tools including SolarWinds, Splunk, Cisco Catalyst Center, and NetBrain. The supervisor will play a key role in designing and maintaining operational dashboards, ensuring high availability and visibility of network services. This position supervises two NOC Analysts, a Sr. Network Field Technician and a Network Field Technician.

This position also manages the NOCs ServiceNow ticket queue, collaborates with City departments on event notification and outage communication, and provides oversight of personnel assigned to the NOC. The NOC Supervisor will report directly to the Enterprise Network Manager for the Enterprise Network Services team within the Enterprise Telecom Services division.

This is a hybrid telework position, with up 2 days remote and 3 days in office, as needed. The Telework schedule will be determined by the Enterprise Network Manager after onboarding activities are completed.

Key Responsibilities and duties include, but not limited to:

• Supervise daily operations of the Network Operations Center, ensuring 24/7/365 network monitoring, timely incident detection, and efficient break-fix response.
• Lead, mentor, and evaluate team members, including contract personnel; ensure adherence to operational procedures and performance expectations.
• Design, develop, and maintain monitoring dashboards and alerting mechanisms using SolarWinds, Splunk, Cisco Catalyst Center, NetBrain, and related toolsets.
• Manage and prioritize the ServiceNow incident and request queues; ensure timely resolution of tickets in accordance with established SLAs.
• Serve as a primary communication point for network-related events, providing clear and timely notifications to customer departments and stakeholders.
• Collaborate with Network Engineering, Security, and Infrastructure teams to troubleshoot issues, perform root cause analysis, and develop long-term corrective actions.
• Ensure documentation accuracy for NOC processes, escalation procedures, runbooks, and service-impacting events.
• Participate in on-call rotation as needed to support major incidents or elevated operational demands.
• Support efforts to streamline and automate operational workflows, improving monitoring coverage, response efficiency, and team productivity.

This position will be funded through June 2027 with a possibility to be made regular in a future budget cycle. The temporary position will have benefits but will not earn city retirement credits or participate financially into the city's retirement program. If the successful candidate is a current City employee, all benefits will still be applicable, and the employee will still contribute to their pension. Temporary positions are not covered under civil service rules, and thus employment is considered "at-will", and employees may be separated at any time.

• Demonstrated understanding of TCP/IP networking, enterprise routing/switching, SNMP-based monitoring, and network event analysis.
• Previous supervisory or team lead experience in an operational or technical environment.
• Familiarity with incident management, change management, and established ITIL practices.
• Excellent analytical, troubleshooting, and communication skills.
• Ability to design and implement effective monitoring strategies, dashboards, and automation workflows.
• Strong background in enterprise network operations, ideally using Cisco Catalyst or similar enterprise environments.
• Advanced troubleshooting capabilities.

Pay Range: $90,916.80 to $121,825.60 annually.

Hiring Range: $90,916.80 to $116,022.40 annually.

Pay Range Explanation:

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

Internal Only: Please understand that this is pay grade 064. If selected, your salary offer will be based on the applicable promotion or demotion worksheet in accordance with the City Pay Ordinance.

• Promotions occur when the last two digits of the pay grade increase.
• Demotions occur when the last two digits of the pay grade decrease.
• Lateral transfers occur when there is no change to the last two digits of the pay grade.
• When there is a change in the first digit of the pay grade, there may also be a change to your classification or unit.

Your job classification can be found in eCHRIS > Personal Details under your name, located in the top left section of the page.

The pay grade and classification/unit of your current position may be found by looking up your job title on the job description page.

A comprehensive benefits package is offered which includes:

• for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 007 Benefits

• Two years of professional level experience providing technical support for network operations and network administration, plus one year working in a large-scale environment and supervising highly technical staff.
• Bachelor's degree in computer science, information technology, computer systems engineering, or a related technical field.
• This position is subject to Criminal Justice Information Systems (CJIS) background standards. Candidates who receive a conditional offer of employment must be fingerprinted and will have their fingerprints used to check the Criminal History Records of the State of Arizona Department of Public Safety and the Federal Bureau of Investigation. Any records returned will be reviewed to determine the candidate's suitability for the job
• Other combinations of experience and education that meet the minimum qualifications may be substituted
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
For information regarding pre-screening and driving positions,
• .
• The City job description can be found here.

The minimum qualifications listed above, plus:

• Cisco certifications (CCNA, CCNP, or equivalent).
• Hands-on experience with major monitoring and analytics platforms such as SolarWinds, Splunk, Cisco Catalyst Center, and NetBrain.
• Experience with/in:
  • Creating alerts and dashboards in SolarWinds network performance monitoring tools.
  • Using Cisco Catalyst Center to deploy and manage networking components.
  • Querying and reporting in Splunk.
  • Leading contract staff, team, and working in multi-vendor environments.
  • Supporting large, distributed, or mission-critical networks. Public sector experience is a plus.
  • Proficiency with ITSM platforms, preferably ServiceNow.
  • Supervising technical teams or contractors in a 24/7 operational environment.
  • Management and monitoring tools.

Recruitment closes June 5, 2026. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

During the online application process, you will provide responses to questions regarding your experience and qualifications (the system allows copy/pasting into the answer fields). Information you provide in these questions should align to the information in your resume. Information not consistent with your resume may not be considered when determining your education and/or experience level.

• Job interviews may be held by video or audio conference.
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• If you require assistance at any stage of the application process due to an accessibility issue, please contact the Human Resources Department by phone at (602) 495-5700 or by text at (800) 367-8939. You may also fill out and submit a Reasonable Accommodation Request Form.

Lead User Technology Spec, JC:09780, ID# 61845, 05/28/26, USM, VM, Benefits:007

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