An Operations Supervisor manages daily operations and activities for a company or organization. Primarily involved in supervising and coordinating the activities of front-line employees such as monitoring work progress, providing training, and ensuring compliance. Has authority over the work of their team members but typically reports to higher-level management.
Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world s most innovative communications solutions. For more information, please visit www.comtech.com.
Purpose:
In this role, the Noc Supervisor directs and supports their shift of Network Analysts in quickly detecting, analyzing, isolating, and resolving fault conditions in the production environment. The Noc Supervisor will not only help train and mentor the rest of the group but will also assist the NOC Manager in accomplishing departmental goals such as trouble ticket time to resolution goal. This individual is expected to help guide team members towards proper pathways of troubleshooting, efficient use of monitoring tools, recognition of alarm conditions that require escalation, and to serve as a decision point for important operational issues where documentation may be unclear. The Noc Supervisor acts as the Incident Manager for any qualifying impairments that may occur during the night, ensuring that company standard operating procedures and major incident management principles are followed in the resolution of said events.
Responsibilities:
Oversee daily operations of the NOC team, ensuring timely response to customer and third-party provider calls and requests. Direct and guide the team in initiating, triaging, resolving, and escalating incident tickets, including coordination with Tier 3 Engineering. Monitor team workload, email queues, and network elements to ensure proactive detection of anomalies and consistent, high-quality troubleshooting. Ensure the delivery of in-depth technical support via helpdesk channels, stepping in for complex or escalated issues as needed. Maintain oversight of customer notifications, ensuring accurate and timely communication of incident progress and status changes. Review, approve, and ensure the quality of knowledgebase articles created by the team; identify gaps and drive documentation improvements. Provide guidance on call trace review and analysis, validating the team s findings on call routing and ensuring consistency in methodology. Act as a primary NOC liaison for customer contracts, ensuring compliance with service expectations and managing escalations. Coordinate and oversee support calls between vendors and customers, ensuring effective communication and issue resolution. Lead or facilitate maintenance and troubleshooting bridges, ensuring appropriate participation, documentation, and follow through. Ensure accurate daily collection of critical data elements and proper record keeping within the Incident Management system. Oversee and validate monthly KPI reporting, providing insights on trends and areas for operational improvement. Identify opportunities to enhance operational efficiency, documentation quality, and processes within the NOC; drive continuous improvement initiatives. Provide structured training, mentorship, and development for Tier 1 and 2 team members; build capability across multiple tools and services. Lead by example, fostering a positive, accountable, and high-performance team environment.
Requirements:
Demonstrated excellence in customer service and team leadership skills. Strong attention to detail, with the ability to coach others in accuracy and precision. Clear and concise written and verbal communication abilities suitable for internal leadership and customer-facing interactions. Working knowledge of Unix/Linux command line environments. Intermediate proficiency with the Windows Office Suite and ability to guide others in its usage. Ability to manage multiple priorities and support a team operating in a high pressure, fast paced environment. Understanding of NextGen 911, Text to 911, Wireless, VoIP, and Wireline 911 call routing systems. Familiarity with network and reporting tools (Splunk, NetScout, Wireshark, etc.). Ability to model confidentiality standards and ensure team compliance in handling highly sensitive data. Strong critical thinking skills are used to evaluate facts, make decisions, and coach others in analytical processes. Proven ability to cultivate teamwork and maintain effective performance in a fast-paced team environment. Minimum five years of experience in a Help Desk, Network Administration, or similar technical support environment; supervisory or leading experience strongly preferred. Hands-on experience with ticketing systems such as BMC ITSM or ServiceNow, with the ability to train and guide team members. Demonstrated ability to quickly learn new concepts and understand complex systems and business relationships. Self-starter with a track record of taking ownership and driving initiatives without requiring direction. Foundational understanding of telecommunications call flows and signaling. Experience with network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus.
Education:
Industry recognized certifications (Network+, ITIL, Cisco) a plus Four-year college degree a plus This position requires compliance with Comtech s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use - including marijuana, regardless of state law - is disqualifying under federal adjudicative guidelines and DoD DFARS requirements. The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location. Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.
