Shift Lead

Insight Global; Midlothian (TX); On-site; USD 36,000 - 59,000; Full time

Job summary

Insight Global is seeking a Shift Lead to sit onsite in Dallas, TX. The Shift Lead provides operational leadership for the NOC analysts, ensuring consistent monitoring discipline, triage quality, escalation execution, shift handoffs, ticket hygiene, runbook adoption, stakeholder communication, and operational reporting inputs.

The Shift Lead is the first-line coordinator for quality and continuity, not a replacement for Google site/vendor resolver ownership.

Qualifications

• 5+ years in NOC, critical facilities, data center operations, infrastructure operations, telecom operations, or command-center leadership.
• Experience as shift lead, team lead, incident coordinator, senior NOC analyst, or operations lead.
• Strong command of incident management, escalation matrices, RACI boundaries, severity logic, bridge coordination, and KPI reporting.
• Ability to coach analysts, improve documentation quality, maintain calm during incidents, and drive consistent process execution.
• Experience with ITIL-aligned incident, problem, knowledge, reporting, and continual improvement practices is strongly preferred.

Responsibilities

• Provide operational leadership for NOC analysts and maintain monitoring discipline.
• Oversee triage quality, escalation execution, shift handoffs, and ticket hygiene.
• Coordinate runbooks, stakeholder communications, and inputs for operational reporting.
• Act as first-line coordinator for quality and continuity, guiding processes and execution.

Skills

NOC leadership

Incident management

Escalation management

Coaching analysts

KPI reporting

ITIL practices

Tools

ITIL framework

Job description

Job Description

Insight Global is seeking a Shift Lead to sit onsite in Dallas, TX. The Shift Lead provides operational leadership for the NOC analysts, ensuring consistent monitoring discipline, triage quality, escalation execution, shift handoffs, ticket hygiene, runbook adoption, stakeholder communication, and operational reporting inputs. The Shift Lead is the first-line coordinator for quality and continuity, not a replacement for Google site/vendor resolver ownership.

(This role can pay up to $43 an hour depending on experience).

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 5+ years in NOC, critical facilities, data center operations, infrastructure operations, telecom operations, or command-center leadership.
• Prior shift lead, team lead, incident coordinator, senior NOC analyst, or operations lead experience.
• Strong command of incident management, escalation matrices, RACI boundaries, severity logic, bridge coordination, and KPI reporting.
• Ability to coach analysts, improve documentation quality, maintain calm during incidents, and drive consistent process execution.
• Experience with ITIL-aligned incident, problem, knowledge, reporting, and continual improvement practices is strongly preferred.