NOC Supervisor,

The mission of the NOC Supervisor is to provide leadership and technical support to the Network Operation Center (NOC) team, ensuring the smooth operation of all IT Service Management technological equipment and software, including but not limited to workstations, servers, printers, networks, and vendor-specific hardware and software. This position is responsible for managing the daily activities of the NOC team, leading the support and service operations, ensuring quality control, maximizing performance resolution, hardware and software installation and maintenance within Service Level Agreements, and ensuring that services and support are consistently delivered to clients.

Responsibilities:

• Lead the NOC team in resolving and supporting medium/high complexity incidents, service requests, and escalations related to WAN and LAN connectivity, routers, firewalls, security, and other IT systems
• Support disaster recovery solutions and execute Severity/Crisis Management process with communication to IT department, and other departments including management, vendors, and clients during planned or unplanned outages
• Inform management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues
• Provide remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring, and documenting all departments/sites for nonfunctioning devices, performing repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, and completing ticket registering daily which includes escalations, resolutions, and departmental/customer follow-ups
• Provide support on escalated client communications, provide support on internal escalated issues from other support levels, and ensure rapid decision responses, performing investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries
• Perform Patch Management/Anti-Virus Alert monitoring on Servers and Workstations, Backup alert monitoring and restores, queue management to achieve service level agreements in a timely manner and provide Quality Assurance standards for work performed, and where applicable train staff/client members
• Perform audits of new or current clients and provide knowledge transfers for the NOC to commence client support and services, generating risk analysis gap reports and providing maturity recommendations to VCAs for strategic planning sessions
• Interface with client’s executives, technical representatives, other technology services department/personnel, UDT partners, and all levels of UDT employees to ensure that operational procedures, accurate escalation processes, timely document registration within UDT’s Professional Service Automation (PSA) tool, and status updates are performed, streamlining workflow to ensure customer satisfaction
• Work with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborating to implement practices to improve operations
• Collaborate with management in the implementation of programs incorporating changes to methods, systems, and procedures
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
• Maintain satisfactory consistent resolution of customer service level agreements and improve customer service perception and satisfaction
• Work with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner
• Enter all work as service tickets, time and expenses in UDT’s Professional Service Automation (PSA) tool
• Manage and coach the NOC team, ensuring their professional development, adherence to standards and procedures, and effective communication and collaboration with other departments

Education/Experience:

• Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science, or related field
• 10+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system. 10+ years’ experience in

Job Types: Full-time, Contract

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Miramar, FL 33025: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Miramar, FL 33025