NOC TEAM LEADER

Distro•Denver, CO

8d•$1,305 - $1,627

About The Position

The Pioneer NOC Supervisor manages end-to-end NOC service delivery for an assigned team/shift at an offshore site. Responsible for meeting team-specific SLAs across various channels (alerts, tickets, calls, chats, emails), ensuring technical accuracy, quality documentation, effective communication, and process compliance. This hybrid role blends operations leadership with training reinforcement and quality governance via coaching, audits, and continuous improvements. The Supervisor provides performance insights to senior management to enhance site maturity and alignment.

Requirements

Experience: 3â5+ years in NOC/Network Operations with Tier 3 skills; Tier 4 oversight preferred; supervisory experience valued.
Technical: Strong troubleshooting, documentation, ticketing, network monitoring, and incident workflows knowledge.
Leadership & Communication: Proven coaching ability with excellent communication skills.

Nice To Haves

Certifications: Preferred networking certifications such as CCNA, CCNP, Ruckus, Aruba, Meraki, CompTIA Network+, CWNA, Fortinet NSE; management certifications like PMP preferred.

Responsibilities

Manage real-time delivery across support channels.
Monitor queue health, SLA timers, backlog, abandonment, alert spikes, escalations.
Prioritize work to protect SLAs and operational priorities.
Ensure correct routing, escalation, and consistent stakeholder updates.
Maintain shift/event logs.
Escalate urgent risks to Senior Manager.
Serve as escalation point for complex issues during shifts.
Ensure proper escalation flow and documentation.
Enforce incident discipline including triage and communication.
Identify recurring issues and initiate prevention actions.
Ensure adherence to approved technical and security standards.
Enforce documentation discipline and ticket hygiene.
Maintain operational consistency in monitoring and troubleshooting.
Coordinate with Engineering, Vendors, and Field teams as needed.
Manage assigned agentsâ performance, behavior, attendance, development.
Provide floor leadership to remove blockers and reinforce standards.
Conduct regular coaching and performance reviews.
Address underperformance promptly; recommend corrective actions.
Recognize and reinforce strong performance.
Execute training aligned with NOC Training Manager programs.
Support onboarding and ramp-up for new hires.
Deliver refreshers and micro-trainings based on trends and changes.
Provide skill-gap feedback to support targeted development.
Perform routine quality reviews across all channels.
Maintain minimum QA performance expectations (85%+).
Audit technical accuracy, documentation, escalations, and communication.
Deliver coaching and follow-up audits.
Participate in calibration sessions to ensure scoring consistency.
Publish weekly quality insights.
Provide daily/weekly reporting on SLA, backlog, incidents, quality, training progress.
Ensure structured handoffs covering incidents, escalations, risks, and coaching.
Report tool/system issues and track their impact.
Maintain attendance, login, and communication compliance.
Participate in meetings, professional development, and initiatives.
Uphold professionalism, confidentiality, ethics, and positive global relationships.