GNOC Supervisor
About The Position
The GNOC Supervisor oversees daily operations across multiple Global Network Operations Center (GNOC) functions to maintain continuity of mission-critical healthcare IT services for the Defense Health Agency (DHA). The role provides direct supervision, technical guidance, and operational oversight across 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 and promotes accurate situational awareness, authoritative reporting, and consistent communication with DHA leadership, mission partners, and stakeholders. The position supports cross-team alignment, standardized operating procedures, and continual service improvement. Using ITSM tools such as ServiceNow and Splunk, dashboards, and ITIL-aligned processes, the supervisor ensures incident response, escalation, documentation, and reporting meet enterprise requirements and support service restoration.
Requirements
- At least 6 years of experience; experience may include working as a lead, supervisor, or manager.
- Proven experience leading IT service delivery support teams and developing data analytics and operational performance reports.
- Ability to obtain ADP II Public Trust.
- Must be a U.S. citizen.
- ITIL 4 Foundation certification required.
- Proven experience with ServiceNow or another ITSM ticketing system; ServiceNow experience is identified as mandatory.
- Ability to work in a fast-paced, stressful environment.
- Ability to work shifts or on call as needed 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 GNOC operational functions, including 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, 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 notifications, executive dashboards, major incident and outage analytics, and daily operational briefings.
- Collaborate 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 and 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-term and long-term disability
- Employee assistance program
- Parental leave
- 401(k)
- Paid time off for vacation
- Company-paid holidays
- Potential overtime, shift differential, and discretionary bonus, depending on the position
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
