TOC Shift Supervisor

The company•John C. Stennis Space Center, MS

About The Position

Tuknik Government Services, a Koniag Government Services company, is seeking a TOC Shift Supervisor to support TGS and our government customer in Stennis Space Center, MS. This position requires the candidate to be able to obtain a Public Trust. This position is for a Future New Business Opportunity. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. The TOC Shift Supervisor will lead a team of technicians in overseeing and maintaining the secure operations of our customer's IT infrastructure. This is a hands-on position responsible for monitoring systems, responding to alerts, and troubleshooting issues. The Shift Supervisor will ensure SLAs are met, proper procedures are followed, and operational issues are resolved efficiently. Key duties include: Essential Functions, Responsibilities & Duties may include, but are not limited to: Supervise and provide guidance to TOC technicians during assigned shifts Monitor customer networks, systems, applications, and infrastructure components Triage and resolve service alerts, outages, and disruptions based on severity Troubleshoot and identify root causes of recurring incidents or problems Manage and escalate unresolved issues to appropriate teams per protocol Oversee compliance with standard operating procedures and ITIL practices Drive continuous improvement of monitoring capabilities and incident response Maintain detailed logs/documentation of all operational issues and actions taken Work collaboratively with other IT teams to ensure seamless end-to-end service Provide training and mentorship to junior TOC personnel as needed

Requirements

Bachelor's degree in IT, Computer Science, or related technical field
5+ years of IT experience as a lead or Subject Matter Expert (SME)
Prior supervisory experience leading a team of technicians/analysts
Strong technical knowledge of network protocols, security tools, and operations
Experience with monitoring tools like SolarWinds, PRTG, Splunk, etc.
Understanding of ITIL, IT service management, and industry best practices
Ability to obtain and maintain government security clearance if required
Excellent critical thinking, troubleshooting, and problem-solving abilities
Strong leadership and ability to manage a team across all shifts
Excellent written and verbal communication skills
Attention to detail and ability to multi-task in a fast-paced environment
Customer service mindset and commitment to meeting SLAs
Proficiency with Microsoft Office Suite and operational documentation

Nice To Haves

Certification in at least one of the following: CCIE, CCNP, CISSP, RCSP, or MCITP/MCSE

Responsibilities

Supervise and provide guidance to TOC technicians during assigned shifts
Monitor customer networks, systems, applications, and infrastructure components
Triage and resolve service alerts, outages, and disruptions based on severity
Troubleshoot and identify root causes of recurring incidents or problems
Manage and escalate unresolved issues to appropriate teams per protocol
Oversee compliance with standard operating procedures and ITIL practices
Drive continuous improvement of monitoring capabilities and incident response
Maintain detailed logs/documentation of all operational issues and actions taken
Work collaboratively with other IT teams to ensure seamless end-to-end service
Provide training and mentorship to junior TOC personnel as needed