NOC Supervisor (Level 2)

Highr1•Sacramento, CA

2d•$102,000 - $128,000•Onsite

About The Position

Highr1 is proud to partner with an industry-leading technology services provider to identify a NOC Supervisor (Level 2) who will play a critical role in driving operational excellence within a 24/7 Network Operations Center (NOC) environment. This role combines hands-on technical expertise, leadership, and a commitment to innovation in managing complex IT infrastructures. The right candidate is a proactive problem-solver, committed to continuous improvement, and comfortable navigating high-pressure environments with poise.

Requirements

Strong knowledge of voice and data networking (Cisco, Juniper, WAN, routing protocols).
Hands-on understanding of enterprise ticketing systems and ITIL frameworks.
Experience in data center operations, structured cabling, and system installations.
Familiarity with managed services, co-location environments, and remote support tools.
Excellent communication and interpersonal skills.
Demonstrated leadership in a 24/7 customer-facing technical environment.
Highly adaptable, organized, and customer-service focused.
Strong decision-making, prioritization, and crisis management capabilities.
Bachelor’s degree or equivalent professional experience.
3+ years in a Network Operations Center or technical help desk environment.
3+ years in a supervisory/team lead role in a 24x7 support setting.
Hands-on experience with Windows, Linux/UNIX systems, and IT infrastructure.
Must be able to lift up to 50 pounds, climb ladders, and work in confined spaces.
Manual dexterity for operating tools, keyboards, and hardware components.
Onsite work required. no remote work option available.
Must be able to respond to after-hours calls and emergencies; on-call rotation required.
Valid driver’s license required for onsite supervisory support.

Nice To Haves

Preferred Certifications: MCSE, RHCE, CCNA, CCDA, ITIL, HDI.

Responsibilities

Supervise and provide technical leadership to a 24/7 team of NOC technicians.
Make recommendations regarding hiring, performance reviews, and disciplinary actions.
Create and implement training plans; foster cross-training and peer mentoring.
Develop and enforce NOC policies, procedures, and standards.
Fill in as a lower-level technician during staffing shortages or high-priority issues.
Monitor computing systems and ensure adherence to SLAs.
Lead incident response and system recovery efforts during outages.
Maintain and improve reporting capabilities and dashboards.
Create and manage incident communication and escalation protocols.
Conduct root cause analysis and oversee postmortem reporting for major incidents.
Participate in technical troubleshooting and quality assurance reviews.
Ensure high standards for remote hands and eyes services across locations.
Lead client communications, manage operational and incident calls.
Handle escalations, present service performance data, and participate in reviews.
Support client negotiations related to SLAs and service standards.
Oversee vendor service level compliance and reporting.