GNOC Supervisor

Peraton • San Antonio, TX

3d

About The Position

The GNOC Supervisor oversees daily operations across multiple GNOC functions to maintain mission-critical healthcare IT services for the Defense Health Agency (DHA). The role provides direct supervision, technical guidance, and operational oversight for Major Incident Management, Problem Management, Enterprise Monitoring, and Communications Cell support, ensuring 24x7 readiness and rapid response to service interruptions affecting global healthcare operations.

The supervisor coordinates enterprise operational activities, maintains situational awareness, and provides authoritative reporting and consistent communications to DHA leadership, mission partners, and stakeholders. The role aligns teams, ensures standardized procedures are followed, and leads continual service improvement. Using ITSM tools such as ServiceNow, Splunk, and dashboards, and ITIL-aligned processes, the supervisor ensures incident response, escalation, documentation, and operational reporting support enterprise requirements and rapid service restoration.

The role also manages contract deliverables, team performance, schedules, training, evaluations, and personnel administration. The target salary range is $80,000–$128,000. Eligible employees may receive benefits including medical, dental, vision, life insurance, health savings account, short- and long-term disability, EAP, parental leave, 401(k), paid time off, and company-paid holidays.

Requirements

• At least 6 years of experience; experience may include work as a lead, supervisor, or manager.
• Experience leading IT service delivery support teams and developing data analytics and operational performance reports.
• Must be able to obtain ADP II Public Trust.
• Must be a U.S. citizen.
• ITIL 4 Foundation certification required.
• Proven experience with ServiceNow or other ITSM ticketing systems; ServiceNow is stated as mandatory in the qualifications.
• Ability to work in a fast-paced, stressful environment.
• Ability to work shifts or be on call as necessary to support the 24x7 GNOC mission.
• Familiarity with IT and service desk support methodology aligned with industry standards.
• Ability to deliver executive presentations, executive summaries, and after-action reports.
• Excellent interpersonal and written communication skills, with the ability to work with internal and external customers, vendors, and management.
• Knowledge of and ability to apply ITIL 4 practices.
• Experience with ITSM solutions.
• Experience coordinating problems and conducting root-cause analysis, including effective root-cause determination.

Nice To Haves

• Bachelor’s degree with 6 years of experience.
• PMP certification.

Responsibilities

• Lead and supervise daily GNOC operations across Major Incident Management, Problem Management, Enterprise Monitoring, and Communications Cell support.
• Ensure GNOC communications, escalations, and reports support senior leaders and enterprise decision-makers.
• Lead coordinated responses to major service interruptions, unifying teams and ensuring consistent tracking, documentation, and enterprise-wide visibility.
• Serve as an operational liaison to GNOC and GNOB leadership, providing expertise in ITSM practices, operational readiness, and service disruption management.
• Oversee enterprise notification processes, executive dashboards, major incident and outage analytics, and daily operational briefings.
• Coordinate with GSC, NSOC, Major Incident Management, Problem Management, Enterprise Monitoring, and external partners to strengthen enterprise response capabilities.
• Coordinate operational support for DHA deployments, including MHS GENESIS Go-Lives and O365 deployments, ensuring GNOC readiness and integration with field activities.
• Ensure teams document troubleshooting actions, root-cause findings, downtime notifications, and major incident/problem records in ServiceNow.
• Lead continual service improvement using trend analysis, performance metrics, and enterprise feedback.
• Manage contract deliverables, team performance, operational schedules, training, evaluations, and personnel administration.
• Provide executive briefings, summaries, situational reports, and leadership updates during major service interruptions and enterprise events.
• Support enterprise partners including VA, USCG, DISA, DHMS, and IOWG through communication, cross-agency coordination, and unified operational reporting.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Health savings account
• Short- and long-term disability
• Employee assistance program (EAP)
• Parental leave
• 401(k)
• Paid time off (PTO) for vacation
• Company-paid holidays
• Potential overtime, shift differential, and discretionary bonus, depending on the position

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed