Supervisor, Service Operations

COMTECH TELECOMMUNICATIONS•Broomfield, CO

1d•$90,000 - $110,000•Hybrid

About The Position

We are seeking a hands-on Service Operations Supervisor to lead four core practice areas in our Network Operations Center (NOC): Problem Management/RCA, Reporting & Analytics, Change Management, and Knowledge Management. This role ensures operational excellence and service reliability through robust process governance, data-driven insights, and strong collaboration with Incident Management, Engineering, and Business stakeholders.

Requirements

5+ years in Service Operations/NOC/ITSM roles; 2+ years in a team lead or supervisor capacity.
Hands-on experience owning Problem Management/RCA, Change Management, Reporting, and Knowledge Management.
Strong proficiency with BMC Helix ITSM or similar ITSM products (workflow, fields, reporting) and Confluence (space admin, templates, governance).
Advanced Excel (PivotTables, Power Query, Power Pivot/DAX, complex formulas; data modeling).
Solid grasp of ITIL v4 practices; ability to apply value streams and guiding principles in real operations.
Proven ability to analyze trends, synthesize insights, and drive measurable improvements.
Excellent facilitation skills for RCAs and CABs; clear written/verbal communication for technical and executive audiences.
ITIL 4 Foundation, ITIL 4 Managing Professional, or Strategist: Direct, Plan & Improve preferred.

Nice To Haves

Experience with NOC workflows across network, infrastructure, cloud/SaaS, and application platforms.
Exposure to BI tools (Power BI/Tableau), SQL, Helix reporting APIs, or scripting (Python/VBA).
Experience in regulated environments (SOX, PCI, HIPAA for example) and audit remediation.

Responsibilities

Own the Problem Management lifecycle: detection, logging, categorization, prioritization, investigation, workaround, known error, and resolution.
Lead post‑incident RCAs for major incidents; facilitate cross‑functional reviews and corrective/preventive action plans.
Establish thresholds and triggers from incident trends to open Problems; maintain a Known Error Database (KEDB) and Workarounds.
Track and report Problem health: backlog, age, recurrence, and risk; drive eradication and stability initiatives.
Ensure clear linkage between Problems, Changes, and Knowledge Articles for closed-loop remediation.
Build and own NOC operational dashboards and scorecards (SLAs, MTTR, MTTD, change success rate, incident volume, recurring issues, KB health).
Produce weekly/monthly executive reporting, present trends, insights, and actions.
Use advanced Excel (PivotTables, Power Query, Power Automate, complex formulas; VBA a plus) to cleanse, model, and automate reporting.
Partner with data teams on integrations (e.g., Helix Smart Reporting, exports, APIs) to improve data quality and timeliness.
Govern the Change lifecycle: request, assessment, risk/impact analysis, approval, scheduling, implementation, review.
Chair CAB meetings; enforce change policies, windows, blackout periods, and back‑out plans.
Monitor Change Success Rate, unauthorized changes, emergency change usage, and post‑implementation review quality.
Coordinating with Problem/Incident leads to prevent change‑related incidents and to institutionalizing lessons learned.
Maintain Confluence spaces, templates, and article quality standards.
Ensure timely creation and updating of KBs following incidents/problems, track usage, deflection, and article health.
Drive taxonomy, tagging, and search optimization; manage governance, reviews, and stakeholder contributions.
Lead a team of ~5–10 analysts/specialists; manage workload, schedules, coaching, and performance.
Partner tightly with Major Incident Managers, SRE/Engineering, Service Desk, and Platform teams.
Maintain compliance with ITIL v4 practices, internal controls, and audit requirements.
Support 24×7 coverage; participate in on‑call rotation for escalations and CABs as needed.
Continuously improve processes via Kaizen/Lean; document SOPs and playbooks in Confluence.
Administer and optimize BMC Helix ITSM modules (Incident, Problem, Change, Knowledge; Smart Reporting).
Maintain Confluence spaces, structures, and macros; integrate with Helix and other data sources when applicable.
Standardize Excel reporting automation and templates; establish data governance for exports and metrics.