Network Operations Center Technical Services Supervisor

SAIC; Richmond (VA); Remote; USD 90,000 - 120,000; Full time

Job summary

SAIC is seeking a Technical Services/NOC Supervisor to lead a team delivering advanced technical support for diagnosing and restoring services across computer systems, software, and networked/wireless systems.

The role may be performed remotely within the United States, but operates on EST hours and requires collaboration with senior leadership and engineering teams to report issues and drive continuous improvements.

Qualifications

• Bachelor's degree with 5+ years in IT including engineering, leadership, or Network Operations.
• Master's degree with 3+ years in IT; or 4+ years of additional relevant experience in lieu of a degree.

Responsibilities

• Lead and supervise NOC staff ensuring 24x7 operations and SLA adherence.
• Provide advanced technical support and escalation for complex incidents.
• Oversee troubleshooting of computer systems, software, and networked/wireless systems.
• Monitor performance, prioritize incidents, and coordinate response to minimize downtime.
• Report recurring issues to design/engineering teams and participate in root-causes.

Skills

NOC Operations

Team Leadership

Incident Escalation

Customer Communications

Education

Bachelor's degree

Master's degree

Tools

LAN/WAN

Cloud

Data Center Environments

Job description

SAIC has a job opening for a Technical Services/NOC Supervisor to lead a team that provides advanced technical support to Team Supervisors, Network technicians, and product support staff responsible for diagnosing, troubleshooting, computer systems, software, and networked/wireless systems. This role is the escalation point when front-line support cannot isolate or resolve issues and ensures timely and effective restoration of services and systems. For the right candidate, this position may be performed remotely from anywhere within the United States, however, the role will operate on Eastern Standard Time (EST) hours.The Technical Services/NOC Supervisor also coordinates with Sr leadership and engineering teams to report design, reliability, and maintenance issues, and may support customer installations, onboarding, and training activities. This role frequently interacts directly with customers and end users when the products and systems involved are highly technical or sophisticated- such as systems-level software or complex integrated solutions where the user has a strong technical background.

Key Responsibilities

• Lead and supervise NOC staff, including technicians and junior-level professionals, ensuring effective 24x7 operations and adherence to established processes and service levels.
• Provide advanced technical support and serve as an escalation point for complex incidents that cannot be resolved by first-level support.
• Oversee troubleshooting and resolution of issues involving computer systems, software applications, and networked/wireless systems.
• Monitor network and system performance, prioritize incidents, and coordinate response activities to minimize downtime and customer impact.
• Report recurring issues, design defects, reliability concerns, and software bugs to design and software engineering teams; participate in root cause analysis and long-term corrective actions.
• Support customer/user installations and training activities for highly technical or sophisticated systems as needed.
• Interact directly with customers/users and product support personnel to resolve complex technical problems and ensure clear, professional communication throughout the incident lifecycle.
• Implement and administer departmental policies, procedures, and standards; recommend improvements to enhance operational effectiveness and service quality.
• Track work assignments, monitor workload, and ensure appropriate staffing coverage for all shifts.
• Prepare and present operational metrics, incident trends, and performance reports to Sr. management.

Qualifications

• Bachelor's degree and 5+ years of experience in an IT environment to include engineering, leadership, and Network Operations, or a master's degree and 3+ years of experience.
• An additional 4+ years of experience may be considered in lieu of a degree.
• Hand on experience with design and implementation of complex networks to include LAN, WAN, Cloud, and data center environments.
• Must be a US Citizen with the ability to obtain and maintain a Public Trust.
• Prior experience working in an ITIL-based IT service management or NOC environment.

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.