NOCC Supervisor — Network Operations Leader

SBANS SBA Network Services, LLC; Boca Raton (FL); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

401(k) match

Equity opportunities

Health insurance

Paid parental leave

Remote workdays

Education assistance

Job summary

SBA Communications is seeking a Supervisor for its Network Operations Control Center to lead incident response and performance improvements across NOCC operations. This role focuses on ITIL-aligned process optimization, cross-functional collaboration, and proactive reporting to customers and partners.

You will mentor technicians, manage KPIs, and coordinate escalation paths while maintaining high service reliability across multiple facilities and vendors.

Qualifications

• Analytical approach using ITIL best practice framework to improve operations.
• Proven leadership in at least one technology area (tower lighting, DAS, Microwave, MECs, Data Centers).
• Knowledge of switching, routing, and transport technologies related to Network services.
• Experience troubleshooting tower lighting, MECs, DAS, Microwave, and EaaS network principles.

Responsibilities

• Analyze operational methods using ITIL framework to maintain and improve efficiency and stability.
• Identify, document, track, report, and escalate incidents affecting customers.
• Perform routine quality audits to minimize SLA violations and improve customer satisfaction.
• Prepare and deliver client and partner regular reports and ensure documentation is up to date.
• Manage KPIs to meet NOCC goals and objectives.
• Provide first-level customer escalation and serve as primary POC for NOCC techs.

Skills

ITIL

Leadership

Network troubleshooting

SNMP/Ethernet

Vendor management

Education

Associate degree in technical field

Tools

ADP

Iconics

Meraki

Nagios

Job description

SBA Communications is seeking a Supervisor for its Network Operations Control Center to lead incident response and performance improvements across NOCC operations. This role focuses on ITIL-aligned process optimization, cross-functional collaboration, and proactive reporting to customers and partners.

You will mentor technicians, manage KPIs, and coordinate escalation paths while maintaining high service reliability across multiple facilities and vendors.