Network Supervisor

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

The Supervisor is the shift-level manager responsible for the stable, efficient, and reliable day-to-day operation of the network infrastructure. You will be a Supervisor first, then escalation second.

Required Skills:

• Security Clearance: Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.
• Associate's Degree (or equivalent) in IT, Computer Science, or equivalent technical training/certifications (or equivalent work experience).
• Minimum 3+ years of hands-on experience in a 24/7 operations environment, triage, and ticket management.
• Minimum 1+ year of experience guiding, mentoring, or directly supervising junior technical staff.
• Proven ability to coordinate initial incident response, manage bridge calls, and perform accurate ticket quality review.
• Core Skills: Solid understanding of network monitoring tools, protocols (TCP/IP), and basic troubleshooting for LAN/WAN/Security devices.
• Strong verbal and written communication, essential for clear shift handovers and incident reporting.

Desired Skills:

• IT Service Management: ITILv4 Foundation.
• Fortinet Certified Associate (FCA) or NSE 2/3.

Responsibilities:

• Manage the daily supervision of approximately 10-15 Analysts and Technicians, including scheduling, time-off requests, and ensuring adequate 24/7 coverage.
• Provide coaching, training, and technical mentorship to develop the team's troubleshooting and diagnostic skills.
• Conduct regular check-ins and performance reviews, offering constructive feedback and contributing to formal employee appraisals.
• Assist your manager with the recruitment, interviewing, and onboarding of new technical staff.
• Oversee all day-to-day activities during the assigned shift.
• Review and assign all incoming work, including automated alerts, trouble tickets, service requests, and change orders, ensuring proper prioritization and timely resolution by staff.
• Ensure the team is diligently monitoring all network and system health dashboards, performance metrics, and alerts using monitoring tools.
• Drive the team to meet or exceed Service Level Agreements (SLAs) for response time (MTTA) and resolution time (MTTR).
• Review the quality and completeness of all incident tickets, ensuring all actions, escalations, and resolutions are accurately logged in the ticketing system.
• Act as the first point of escalation for complex technical issues that
• Level 1/2 staff cannot resolve, providing guidance or stepping in to troubleshoot.
• Take ownership of critical incidents, coordinating the initial response, managing bridge calls, and engaging specialized engineering teams
• Ensure clear, timely, and effective internal and external communication regarding the status of all significant incidents and maintenance activities.
• Lead preliminary root cause analysis on recurring incidents and collaborate with the Problem Management team to find and eliminate systemic issues.
• Ensure all staff strictly adhere to established Standard Operating Procedures, runbooks, and ITIL-based processes.
• Oversee and approve network change requests during the shift, ensuring change management policies are followed to minimize risk
• Prepare and present daily, weekly, or shift reports on NOC performance, network availability, and key metrics for management review.