Supervisor, Network Operations Control Center

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

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.

Your Next Career Opportunity – Supervisor, Network Operations Control Center

Benefits

• Financial Wellbeing 401(k) retirement savings plan with a company match of a percentage of employee contributions and profit sharing, where applicable
• Equity opportunities, including participation in company equity stock plans, where applicable
• Health and Mental Wellbeing Medical, dental, and vision insurance with employer contributions toward coverage
• Paid parental leave and company-paid life insurance and short-term and long-term disability (STD/LTD), where eligible
• Wellness programs and resources, including an employee assistance program and well-being initiatives
• Personal Growth & Balance Paid time off and company-paid holidays
• Flexible work arrangements, including an allotment of remote workdays per year, depending on the role
• Education assistance and professional development and certification or licensing support, where eligible
• Performance-based bonus or incentive compensation, which may be available depending on the role

Benefit 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.

What You Will Do – Primary Responsibilities

• Analyze 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 & Requirements

• Associate'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 requirements.
• Must 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 services.
• Experience 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 preferred.
• Project and Vendor Management Skills.
• Familiarity with ADP, Iconics, Meraki, Nagios preferred.

Company culture

These words describe our team members at SBA. Our strong entrepreneurial spirit has guided how we build our business, inspire each other and deliver for our customers. Wherever your location at SBA, as a member of our team, you will find colleagues who encourage you, challenges that energize you and leaders who appreciate you.

SBA Communications is an industry leader in providing wireless communications infrastructure essential to connecting businesses, communities and people, with a track record of growth throughout the Americas, Africa and in Asia. We are listed on NASDAQ under the symbol SBAC, and our organization is part of the S&P 500. SBA is also among the top 20 Real Estate Investment Trusts (REITs) based on market capitalization.