Watch Team Supervisor

CommIT Enterprises, Inc.; Kansas City (MO); On-site; USD 80,000 - 100,000; Full time

Job summary

CommIT Enterprises, Inc. seeks a Watch Team Supervisor in Kansas City, MO to lead a real-time monitoring team providing 24x7 incident response for enterprise networks. The role includes coordinating weekend coverage, guiding ITSM processes, and delivering executive briefings.

You will mentor analysts, ensure effective ticket handling, and develop performance metrics for continuous improvement in collaboration with client leadership.

Qualifications

• 5+ years in an operations role supporting watch teams.
• Experience with ITSM, incident response, and escalation processes.
• Familiar with ITIL v4 and security clearance requirements.

Responsibilities

• Lead a 24x7 watch team, ensuring continuous monitoring and rapid response.
• Coordinate weekend/shift coverage and provide training and mentorship.
• Manage incident lifecycle from detection to closure incl. post-incident reports.

Skills

ITIL familiarity

Cyber incident response

Leadership

Communication

Remedy/ticketing

Education

IAM Level I certs (CAP, CND, CS+, GSLC, Security+ CE, HCISPP)

Tools

BMC Remedy

SolarWinds

HP event management

SharePoint

Job description

Overview

CommIT Enterprises, Inc. is seeking a Watch Team Supervisor to join the team in Kansas City, MO. The Watch Team Supervisor is responsible for leading a team of analysts providing 24x7x365 real-time monitoring, analysis, and event/incident response for the Client’s Enterprise Network. In addition to core watch operations, the Supervisor oversees and coordinates the team's weekend operational expansion, which includes providing Service Desk support to both internal and external customers. The Supervisor coordinates directly with client leadership to align priorities, manages support coverage, ensures efficient ticket handling/workflow, and provides technical guidance, training, and mentorship to team members. The ideal candidate will drive the team’s utilization of IT service management (ITSM) and event monitoring tools (such as BMC Remedy, SolarWinds, and HP event management systems) to maintain continuous mission readiness, resolve complex incidents, and deliver executive-level briefings.

Responsibilities

• Monitor, detect, and take immediate action on events and incidents as they occur on the network, identifying problems and initiating corrective actions.
• Oversee and assist the team in executing weekend Helpdesk support via phone, web-interface, email, and in-person interactions for both unclassified and classified services.
• Manage the entire lifecycle of service requests, including incident detection, triage, escalation, troubleshooting, verification, and closure.
• Collaborate with client IT teams to escalate complex technical issues, acting as a key escalation point for network, server, and application incident support.
• Verify resolution with customers before closing tickets, ensuring comprehensive Post-Incident Reports are generated when service outages occur.
• Maintain daily turnover logs, compile weekly/monthly service desk metrics, and publish historical performance data on government-designated sites.
• Serve as an action officer and provide executive-level Watch Team briefings and Situation Reports on behalf of the client as needed.
• Ensure Watch Team personnel are properly trained and up to date on Battle Staff procedures.

Supervisory Duties

• Coordinating with client leadership to identify priorities and ensure team priorities are aligned accordingly.
• Supervise, mentor, and lead the Battle Team Watch Analysts, offering technical guidance, training, and constructive performance feedback.
• Coordinate support coverage and ensure proper daily support is available.
• Monitor job queues and ensure that all tasks are completed efficiently and in a timely manner. Ensure efficient ticket handling and consistent workflow.
• Access workflows and tasks, identify areas for improvement, and provide those recommendations to the client.
• Identify solutions when issues arise. Mediate conflicts between team members and help find middle ground.
• Provide weekly reports to the Program Manager in accordance with support requirements.
• Provide input to monthly reports in accordance with support requirements.
• Evaluate team members’ performance, offer constructive feedback, and address any issues that arise.
• Assist with reviewing and assessing qualifications of potential candidates.

Qualifications

• Required Certifications: IAM Level I (CAP, CND, Cloud+, GSLC, or Security+ CE, HCISPP)
• At least 5 years of demonstrated experience working on an operations staff, assisting the Watch Team Lead in gathering information, tracking incidents, and assisting with reports as required.
• Background in IT business processes and cyber incident response.
• 5 Years related Watch Analyst experience.
• Proficiency with ITSM tools such as BMC Remedy, SharePoint, and event management systems.
• Knowledge of troubleshooting methodologies for networking, servers, and applications.
• Ability to work in a high-pressure, 24x7x365 shift-based environment.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills
• Ability to follow policies and procedures
• Familiarity with the ITIL v4 framework (ITIL v4 Foundation certification desired).
• Experience working directly with military leadership in an operational capacity.
• Experience with Remedy ticketing system.

Work Schedule

• 0600-1400 Mon-Fri

Physical Demands and Work Environment

• Environmental Conditions: General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Contractor site with 0-10% travel possible. Possible off-hours work to support releases and outages.
• Strength Demands: 10 lbs. maximum lifting, occasional lift/carry of small articles.
• Physical Requirements: Occasionally required to stand; frequently required to walk and sit. Continually required to utilize hand and finger dexterity. Occasionally required to climb, balance, bend, stoop, kneel or crawl. Continually required to talk or hear. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

Security Requirements

• Top Secret (SCI eligibility required)

Salary

The anticipated salary range for this position is $80,000 - $100,000 annually. Final compensation will be determined based on job-related factors, including the candidate’s relevant work experience, education, professional certifications, technical skills, required security clearance level, geographic location, and overall qualifications. The posted range reflects the company’s good-faith expectation for this position at the time of posting.

About CommIT Enterprises

Established in 2001, CommIT is a Certified Veteran-Owned Small Business (CVOSB) providing innovative technical engineering and data science services. Our enterprise systems support includes the Department of Defense’s (DoD) GCSS-MC, CAC2S, TBMCS-MC, and the Department of Veteran's Affairs (VA) telehealth communications. We offer acquisition management, systems engineering, Agile software development, cloud management, IT modernization, data analytics, cybersecurity, and training, including leading-edge DevSecOps, automated testing, and mobile application development.

Equal Opportunity Employer

CommIT Enterprises, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.