Supervisor, Network Operations Control Center

SBA Network Services, LLC; Boca Raton (FL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Equity opportunities

Paid time off & holidays

Remote workdays

Education assistance

Job summary

SBA Communications seeks a Supervisor for the Network Operations Control Center (NOCC) to lead the dedicated team responsible for monitoring, incidents, and customer service across SBA’s business lines.

The role requires a technical background, 3–5 years in network operations, and strong leadership. You’ll drive KPI-focused performance, coordinate with clients and vendors, and deliver regular reports while supporting on-call rotations and process improvements.

Qualifications

• Associate's Degree or higher in a technical field.
• 3–5 years related network experience and troubleshooting in network operations.
• 5–7 years in Tower Lighting Operational performance requirements.
• Knowledge of switching, routing, and transport technologies for network services.
• Experience with vendor and project management; familiarity with ADP, Iconics, Meraki, Nagios.

Responsibilities

• Directly manage the NOCC team to monitor incidents and customer service for SBA's lines of business.
• Lead incident identification, escalation, reporting, and resolution with cross-functional teams.
• Prepare and deliver client and partner reports; maintain procedures and job aids.
• Manage KPIs to achieve NOCC goals and provide on-call escalation for NOCC techs.
• Generate monthly performance reports and participate in unit-wide initiatives with NOCC staff.

Skills

Technical leadership

ITIL knowledge

Incident handling

KPI management

On-call support

Vendor management

Cross-functional collaboration

Documentation

Education

Associate degree or higher in a technical field

Tools

ADP

Iconics

Meraki

Nagios

SNMP/Ethernet

Job description

Since 1989, SBA Communications has been a pillar of the wireless industry. Today, as a publicly traded global leader and S&P 500 company, our network of over 46,000 communication sites spans 10+ countries, forming the critical infrastructure that connects millions. We are the force behind the scenes —the essential infrastructure that keeps our world connected.We are looking for innovators to join the dynamic team that makes it all possible. In an industry that moves fast, we rely on our agility to stay ahead of the curve and deliver results. However, we never achieve it alone. Our culture is defined by a \"Team First\" focus, where every team member matters, and we collaborate passionately to support our customers' objectives.We believe in shared success. At SBA, we invite every team member to think like an owner.In addition to a competitive salary range, we offer a comprehensive benefits package to support your health, financial security, and overall well-being.This includes:Financial Wellbeing401(k) retirement savings plan with a company match of a percentage of employee contributions and profit sharing, where applicableEquity opportunities, including participation in company equity stock plans, where applicableHealth and Mental WellbeingMedical, dental, and vision insurance with employer contributions toward coveragePaid parental leave and company-paid life insurance and short-term and long-term disability (STD/LTD), where eligibleWellness programs and resources, including an employee assistance program and well-being initiativesPersonal Growth & BalancePaid time off and company-paid holidaysFlexible work arrangements, including an allotment of remote workdays per year, depending on the roleEducation assistance and professional development and certification or licensing support, where eligiblePerformance-based bonus or incentive compensation, which may be available depending on the roleBenefit offerings are subject to plan terms, eligibility requirements, and applicable law, and may vary based on factors such as employment status, job classification, work location, and scheduled hours. Certain benefits may not be available to part-time employees or employees working fewer than 30 hours per week. The company reserves the right to modify or terminate benefit plans at any time, consistent with applicable law.If you’re ready to make an impact with a stable industry leader, we want to hear from you.Your Next Career Opportunity – Supervisor, Network Operations Control CenterThe primary function of this position is to directly manage the Network Operations Control Center's dedicated team responsible for the monitoring, incident handling, and customer service for all of SBA's lines of business. This position works under limited supervision and supports the NOCC Manager in leading the Network Operations Control Center (NOCC) staff to ensure service-impacting incidents are promptly detected, escalated, reported, and handled.What You Will Do – Primary ResponsibilitiesAnalyze operational methods using ITIL best practice framework, monitoring tools and support processes to maintain and improve the efficiency and stability of operations.Work with cross-functional teams (NOCC’s internal groups, clients, and vendors) in identifying, documenting, tracking, reporting, and escalating incidents that result in outages for SBA’s customers.Perform routine quality audits to minimize SLA violations and achieve a goal of 100% customer satisfaction.Conduct meetings with NOCC’s Customers and partners to review support procedures and issues. Prepare and deliver all client and partner regular reports.Ensure that all operational and support procedures, job aides, and documentation are maintained in a current, accurate, and usable state.Manage KPIs to ensure the meeting of NOCC’s goals and objectives.Provide first-level customer escalation and first POC for NOCC Techs.Serve as the escalation point for NOCC shift technicians.Provide on-call support, including on-call management rotation.Generate monthly reports showing performance of the NOCC and recommendations for improvement.Serve as a member of the Dedicated NOCC unit team meetings. As a member of this group, participate in developing unit-wide initiatives, plans, and work collaboratively with other unit staff in their accomplishment.What You’ll Need – Qualifications & RequirementsAssociate's Degree Associate of Applied Science degree or higher degree in a technical field and 3-5 years Related Network experience and troubleshooting higher-level network operations.Five to seven years of experience in Tower Lighting Operational performance requirementsMust have a proven track record of technical leadership in at least one area of technology (e.g., Tower lighting monitoring and NOTAM filing, DAS, Microwave, MEC’s, Data Centers)Knowledge of switching, routing, and transport technologies and concepts, particularly as related to Network servicesExperience troubleshooting various network-related services, including tower lighting and basic knowledge of MECs, DAS, Microwave, and EaaS Network principles.Proficiency in networking technologies to include but not limited to SNMP and Ethernet preferredProject and Vendor Management Skills.Familiarity with ADP, Iconics, Meraki, Nagios preferred.