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)

Job Types: Full-time, Permanent

Pay: From $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Application Question(s):

• What are your salary requirements?
• Why are you interested in this position?

Experience:

• Network support: 3 years (Required)
• Leadership: 3 years (Required)

Ability to Relocate:

• Richardson, TX: Relocate before starting work (Required)

Work Location: In person