Supervisor, Network Operations Control Center

SBA Communications Corporation; Boca Raton (FL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Equity opportunities

Medical/dental/vision insurance

Parental leave and life insurance

Short/long-term disability

Wellness programs

Paid time off & holidays

Remote workdays available

Education assistance & certification

Job summary

SBA Communications Corporation is seeking a Supervisor for the Network Operations Control Center to lead the NOCC team in monitoring, incident handling and customer service for SBA lines of business.

The role requires ITIL-based process improvement, cross-functional collaboration, and strong leadership in network operations. Remote workdays may be available depending on role; expect KPI-driven performance and reporting duties.

Qualifications

• Associate's Degree in a technical field; 3–5 years related network experience and troubleshooting higher‑level network operations.
• Five to seven years of Tower Lighting operational performance experience.
• Demonstrated technical leadership in at least one technology area (tower lighting monitoring, NOTAM filing, DAS, Microwave, MECs, Data Centers).
• Knowledge of switching, routing, and transport technologies related to network services.
• Experience troubleshooting diverse network services including tower lighting; basic MECs, DAS, Microwave, and EaaS knowledge.
• Proficiency in networking tech including SNMP and Ethernet preferred.
• Strong project and vendor management skills.
• Familiarity with ADP, Iconics, Meraki, Nagios preferred.

Responsibilities

• Analyze operational methods using ITIL best practices and monitoring tools to improve efficiency and stability.
• Collaborate with cross-functional teams (NOCC internal groups, clients, vendors) to document, track, report, and escalate outages.
• Conduct routine quality audits to minimize SLA violations and improve customer satisfaction.
• Lead meetings with NOCC customers and partners to review procedures and issues; prepare regular client/partner reports.
• Maintain current and usable operating procedures, job aids, and documentation.
• Manage KPIs to meet NOCC goals and objectives.
• Provide first-level customer escalation and primary point of contact for NOCC technicians.
• Serve as escalation point for NOCC shift technicians; support on-call rotation.
• Generate monthly performance reports with recommendations for improvements.
• Participate in unit-wide initiatives and collaborate with other NOCC staff.

Skills

ITIL framework

Monitoring tools

KPIs management

Client reporting

Escalation handling

On-call support

Technical leadership

Networking basics (SNMP/Ethernet)

Project management

Vendor management

Education

Associate's Degree in a technical field

Tools

Nagios

Meraki

Iconics

ADP

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 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.

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 Center
The 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 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.