Job DescriptionSAIC has a job opening for a Technical Services/NOC Supervisor to lead a team that provides advanced technical support to Team Supervisors, Network technicians, and product support staff responsible for diagnosing, troubleshooting, computer systems, software, and networked/wireless systems. This role is the escalation point when front-line support cannot isolate or resolve issues and ensures timely and effective restoration of services and systems. For the right candidate, this position may be performed remotely from anywhere within the United States, however, the role will operate on Eastern Standard Time (EST) hours.
The Technical Services/NOC Supervisor also coordinates with Sr leadership and engineering teams to report design, reliability, and maintenance issues, and may support customer installations, onboarding, and training activities. This role frequently interacts directly with customers and end users when the products and systems involved are highly technical or sophisticated-such as systems-level software or complex integrated solutions where the user has a strong technical background.
Key Responsibilities:
- Lead and supervise NOC staff, including technicians and junior-level professionals, ensuring effective 24x7 operations and adherence to established processes and service levels.
- Provide advanced technical support and serve as an escalation point for complex incidents that cannot be resolved by first-level support.
- Oversee troubleshooting and resolution of issues involving computer systems, software applications, and networked/wireless systems.
- Monitor network and system performance, prioritize incidents, and coordinate response activities to minimize downtime and customer impact.
- Report recurring issues, design defects, reliability concerns, and software bugs to design and software engineering teams; participate in root cause analysis and long-term corrective actions.
- Support customer/user installations and training activities for highly technical or sophisticated systems as needed.
- Interact directly with customers/users and product support personnel to resolve complex technical problems and ensure clear, professional communication throughout the incident lifecycle.
- Implement and administer departmental policies, procedures, and standards; recommend improvements to enhance operational effectiveness and service quality.
- Track work assignments, monitor workload, and ensure appropriate staffing coverage for all shifts.
- Prepare and present operational metrics, incident trends, and performance reports to Sr. management.
QualificationsRequirements:
- Bachelor's degree and 5+ years of experience in an IT environment to include engineering, leadership, and Network Operations, or a master's degree and 3+ years of experience. An additional 4+ years of experience may be considered in lieu of a degree.
- Hand on experience with design and implementation of complex networks to include LAN, WAN, Cloud, and data center environments.
- Must be a US Citizen with the ability to obtain and maintain a Public Trust.
- Prior experience working in an ITIL-based IT service management or NOC environment.
