We are seeking an experienced and customer-focused NOC Network Systems Supervisor to lead a Network Operations Center (NOC) shift. The ideal candidate will have a strong background in network systems management, proven supervisory experience, and a deep commitment to delivering exceptional customer service. This role requires working on-site in Kearneysville, WV on a shift basis to ensure 24/7 support and oversight.

Key Responsibilities:

• Supervise and lead a team of network and systems administrators, providing guidance, mentorship, and support with a focus on customer service excellence.
• Oversee the day-to-day operations of the NOC, ensuring efficient monitoring, troubleshooting, and resolution of network and system issues while maintaining high standards of customer satisfaction.
• Implement and enforce IT Service Management (ITSM) processes, including Incident Management, Change Management, and Problem Management, with a customer-centric approach.
• Coordinate shift schedules and ensure adequate coverage for 24/7 operations, prioritizing responsiveness to customer needs.
• Monitor and analyze network performance metrics and system logs to identify trends and areas for improvement, always considering the impact on customer experience.
• Lead incident response efforts, ensuring timely and effective communication and resolution of major incidents with a strong emphasis on customer communication and support.
• Develop and maintain standard operating procedures (SOPs) and documentation for NOC operations, incorporating customer feedback and best practices.
• Collaborate with other IT teams and business units to support IT initiatives and projects, ensuring alignment with customer service goals.
• Provide regular reports on NOC activities, incidents, and performance metrics to senior management, highlighting customer service achievements and areas for improvement.

• 6 years of experience, may have lead experience
• Active Secret Clearance.
• Active Security+ Certification
• ITIL Certification or ability to obtain within 6 months.
• Proven supervisory experience in a NOC or similar environment, with a strong understanding of network systems and ITSM processes.
• Exceptional customer service skills, with a proven track record of maintaining high levels of customer satisfaction.
• Excellent leadership and communication skills, with the ability to motivate and manage a team effectively.
• Strong analytical and problem-solving skills, with the ability to prioritize tasks and manage time effectively.
• Willingness to work shift work, including nights, weekends, and holidays as required.

Preferred Qualifications:

• Additional certifications in networking, systems administration, or related fields.
• Experience with network monitoring tools and platforms (e.g., SolarWinds, Nagios, etc.).
• Familiarity with cloud technologies and virtualization platforms.