Network Operations Shift Lead

Murtech Staffing & Solutions; Kentucky; On-site; USD 75,000 - 110,000; Full time

Job summary

Murtech Staffing & Solutions seeks a Supervisor to lead a 10–15 person shift team ensuring 24/7 network operations, incident triage, and ticket management. You will mentor staff, coordinate incident responses, and drive metrics for MTTA and MTTR with clear escalation paths.

The role emphasizes maintaining dashboards, performing root cause analysis, and ensuring adherence to SOPs and ITIL processes while communicating effectively with internal and external stakeholders.

Qualifications

• Eligible for U.S. Government Public Trust clearance.
• Associate's Degree (or equivalent) in IT, Computer Science, or equivalent training.
• Minimum 3+ years in a 24/7 operations environment, triage, and ticket management.
• Minimum 1+ year supervising junior technical staff.
• Proven ability to coordinate incident response, manage bridge calls, and review tickets.
• Solid understanding of network monitoring tools, TCP/IP, and basic LAN/WAN/Security troubleshooting.
• Strong verbal and written communication for shift handovers and incident reporting.

Responsibilities

• Supervise daily operations of 10–15 Analysts and Technicians, ensuring 24/7 coverage.
• Coach and mentor the team to enhance troubleshooting and diagnostics.
• Conduct regular performance check-ins and contribute to appraisals.
• Assist in recruitment, interviewing, and onboarding of new staff.
• Oversee shift activities and prioritize incoming work to ensure timely resolutions.
• Monitor all network/system health dashboards and alerts to meet SLAs.
• Lead incident response and coordinate with engineering teams for escalation.
• Ensure accurate logging of actions and resolutions in the ticketing system.
• Communicate status of incidents to stakeholders clearly and promptly.
• Perform root cause analysis and work with Problem Management to address systemic issues.
• Enforce SOPs, runbooks, and ITIL processes across the team.
• Approve network change requests during shifts in line with change management.

Skills

Team leadership

Incident management

24/7 operations

Ticket management

Network troubleshooting

TCP/IP

Communication

Education

Associate's degree in IT/CS

ITIL v4 Foundation

Fortinet NSE 2/3 or FCA certification

Tools

Network monitoring tools

Bridge call coordination tools

Job description

Murtech Staffing & Solutions seeks a Supervisor to lead a 10–15 person shift team ensuring 24/7 network operations, incident triage, and ticket management. You will mentor staff, coordinate incident responses, and drive metrics for MTTA and MTTR with clear escalation paths.

The role emphasizes maintaining dashboards, performing root cause analysis, and ensuring adherence to SOPs and ITIL processes while communicating effectively with internal and external stakeholders.