Supervisor, Enterprise Service Assurance - Managed Services (ESA)

Comcast•Denver, CO

4d•$78,751 - $118,126•Onsite

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary The Supervisor, Service Assurance – Managed Services leads a high‑visibility Coordination Desk team that serves as the first line of defense for major incidents and customer outages. This role is responsible for overseeing day‑to‑day operations, staffing, and performance of technical staff while leading incident management bridges, coordinating large‑scale outages, and serving as an escalation point for complex or sensitive issues. This leader regularly partners with engineering teams and senior leadership (including VP‑level stakeholders) to ensure timely resolution of outages, clear communication, and continuous service improvement. The ideal candidate is a strong people leader who thrives in a dynamic environment, communicates confidently in high‑pressure situations, and provides steady leadership during critical incidents. Job Description Core Responsibilities Incident & Outage Management Oversee the Coordination Desk, serving as the first line of defense for alerts, incidents, and outages. Ensure creation and management of master incident tickets, coordinating cross‑functional resources through resolution. Lead and participate in incident management bridges for large customer or multi‑site outages, driving accountability and resolution. Serve as an escalation point for tool outages, large‑scale customer outages, and high‑impact service disruptions. Provide clear, confident communication on large bridges with technical teams, customers, and senior leadership (including VPs). This role is different every day—while incidents may be similar, no two days look alike. Leadership & People Management Customarily and regularly direct the work of two or more full‑time employees or their equivalent. Provide people leadership through regular performance discussions, coaching, development planning, and corrective action as needed. Foster a supportive, collaborative, and inclusive team environment through team meetings, daily huddles, and open Q&A sessions. Support recruiting, hiring, onboarding, and ongoing readiness of technical staff. Act as the first‑level supervisory on‑call resource, exercising sound judgment during time‑sensitive or high‑impact incidents. Quality Assurance & Continuous Improvement Conduct quality assurance audits of incidents, tickets, and events to ensure adherence to standards and best practices. Analyze and report key performance indicators such as MTTR, quality metrics, and PTUs, using insights to drive continuous improvement. Lead training and development for staff and Major Incident Managers on escalation flows, severity classification, communication standards, and new technologies. Monitor external conditions (e.g., weather, environmental events) that may impact network performance, staffing, or customer experience. Stakeholder & Customer Engagement Partner closely with engineering, leadership, and cross‑functional teams to manage escalations and align on resolution strategies. Participate in recurring customer and stakeholder meetings to review performance, incidents, and service expectations. Ensure effective communication, transparency, and stakeholder alignment throughout incident lifecycles.

Requirements

Demonstrated people leadership experience, including coaching, performance management, and team development.
Strong verbal communication skills with the ability to confidently speak on large bridges and present to senior leaders.
Ability to operate effectively in a fast‑paced, dynamic, and often unstructured environment where priorities change quickly.
Proven ability to exercise independent judgment and discretion in matters of significance.
Maintain reliable attendance and schedule flexibility, including nights, weekends, and overtime as required.
Consistently exercise independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.
Attendance Management
Customer Experience (CX)
Customer Inquiries
Leadership
2-5 Years Relevant Work Experience

Nice To Haves

Previous experience in incident management, service assurance, NOC, or managed services environments.
Technical background or familiarity with networking, infrastructure, or managed services environments (hands‑on ticket work not required).
Experience working in 24x7 operational environments supporting large or enterprise customers.
Exposure to ITIL, incident escalation frameworks, or structured service management practices.

Responsibilities

Oversee the Coordination Desk, serving as the first line of defense for alerts, incidents, and outages.
Ensure creation and management of master incident tickets, coordinating cross‑functional resources through resolution.
Lead and participate in incident management bridges for large customer or multi‑site outages, driving accountability and resolution.
Serve as an escalation point for tool outages, large‑scale customer outages, and high‑impact service disruptions.
Provide clear, confident communication on large bridges with technical teams, customers, and senior leadership (including VPs).
Customarily and regularly direct the work of two or more full‑time employees or their equivalent.
Provide people leadership through regular performance discussions, coaching, development planning, and corrective action as needed.
Foster a supportive, collaborative, and inclusive team environment through team meetings, daily huddles, and open Q&A sessions.
Support recruiting, hiring, onboarding, and ongoing readiness of technical staff.
Act as the first‑level supervisory on‑call resource, exercising sound judgment during time‑sensitive or high‑impact incidents.
Conduct quality assurance audits of incidents, tickets, and events to ensure adherence to standards and best practices.
Analyze and report key performance indicators such as MTTR, quality metrics, and PTUs, using insights to drive continuous improvement.
Lead training and development for staff and Major Incident Managers on escalation flows, severity classification, communication standards, and new technologies.
Monitor external conditions (e.g., weather, environmental events) that may impact network performance, staffing, or customer experience.
Partner closely with engineering, leadership, and cross‑functional teams to manage escalations and align on resolution strategies.
Participate in recurring customer and stakeholder meetings to review performance, incidents, and service expectations.
Ensure effective communication, transparency, and stakeholder alignment throughout incident lifecycles.