The Role: Mission Control Supervisor
As a Mission Control Supervisor, you oversee a shift of technicians responsible for monitoring Switch's data center systems. You ensure alerts are handled correctly, processes are followed, and issues are escalated without delay. You are accountable for team performance during your shift, including quality, response times, and adherence to standards. This role focuses on consistent execution, clear communication, and reliable operations in a mission-critical environment.
What You'll Do
- Supervise day-to-day work of Mission Control technicians during assigned shifts
- Monitor system alerts and ensure timely and accurate response
- Act as the escalation point for complex or unresolved issues
- Coordinate communication during incidents, including bridge calls and updates
- Ensure all work follows established processes, standards, and documentation
- Track team performance, including quality, response time, and ticket handling
- Provide coaching, feedback, and shift-level training to team members
- Support scheduling, shift coverage, and workload balancing
- Maintain accurate records for reporting, audits, and handoffs between shifts
- Identify process gaps and recommend improvements based on recurring issues
What We're Looking For
- You follow process consistently and hold others accountable to it
- You communicate clearly, especially during high-pressure situations
- You make sound decisions within defined guidelines
- You stay focused and reliable during shift-based, 24/7 operations
- You support your team and step in when coverage or guidance is needed
- You escalate issues appropriately without delay or hesitation
- You take ownership of team outcomes during your shift
What You'll Bring
- 5+ years of experience in operations, data center, or NOC environments
- Prior experience leading or coordinating shift-based teams
- Ability to work nights, weekends, and rotating shifts as required
- Experience with monitoring systems, ticketing tools, and incident response
- Strong troubleshooting and issue triage skills
- Ability to document work clearly and maintain accurate records
- Familiarity with data center infrastructure and operational workflows preferred
