IT Systems Supervisor Network Operations Center (NOC)

Class Summary

Salary will be based on qualifications and experience.

Department and Division Information: The Department of Information Technology Services consists of five Divisions: Enterprise Applications/Development, Infrastructure/Operations, Fiscal/Administrative, Information Security, and Business Strategic Services.
The Infrastructure & Operations Support Division consists of three sections: End User Support, Server, and Network & Telecommunications. They collectively provide services in the areas of Desktop Support, Data Center Operations, Server Administration, and Network and Telecommunications Support. The staff supports over 4,500 personal computers, approximately 950 Microsoft Servers, 110 physical network locations and approximately 5,000 telephony devices throughout the County. We are dedicated to providing technologies for an efficient, secure, and innovative client environment.
The Grade for this position is for Grade 107

Position Description:

The IT Systems Supervisor – Network Operation Center (NOC) is responsible for the focal point for monitoring and managing the status of our Managed Services client base, receiving support calls for connectivity issues, performing incident management and service restoration activities. The OPERATIONS CENTER also provides proactive problem management and customer reporting. Service issues that cannot be resolved by the Operations Center Tier 1, 2 and 3 support follow an escalation path for advanced troubleshooting and resolution.

The NOC Supervisor will lead the staff while enabling mission essential operations that facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents. The NOC Supervisor will also provide ITIL aligned Incident, Problem, Request and Change Management full life-cycle activities.

Responsibilities:

  • Supervise staff to include: prioritizing and assigning work related tasks; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary recommendations.
  • Coordinate, monitor and track all NOC team tasks including Incident, Problem, Request maintenance tasks and resolution of customer issues ensuring adherence to processes and procedures as well as tracking to KPI's and SLA's
  • Maintain and monitor required staffing levels and schedule
  • Act as an escalation point for customer problems and questions via telephone, e-mail and face to face both during and after normal business hours
  • Ensure the right environment is in place so that staff are effectively mentored, developed and trained
  • Develop and own the processes and procedures used by the team, based on best practice for the industry
  • Develop documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team
  • Communicate with suppliers and service providers on behalf of the Gwinnett County Government
  • Drive proactive Problem Management and Continual Service Improvement (e.g., implement programs to monitor utilization for a specific service and intervene prior to over-utilization impacting that service
  • Ensure customer expectations are met when networks are upgraded, modified or decommissioned. Work closely with network engineering, operations personnel, Implementation and Product Development to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.
  • Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradation's as quickly as possible and are returned to normal service levels.
  • Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.
  • Select and mentor Shift Leads and participate in career development and coaching
  • Ensure timely response to customer inquiries for assistance, coordinate potentially impacting long haul vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.
  • Ensure all open tickets are appropriately entered and managed in accordance with program policies, and processes.
  • Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
  • Work with Engineering to improve Tier 1,2 and 3 troubleshooting and repair procedures.
  • Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.
  • Maintain Operational Awareness and keep the Senior Manager well informed regarding network issues including personnel issues, SLA compliance, required reporting, Large Scale Outages and customer satisfaction issues.
  • Ability and willingness to flex schedule in order to have face time with entire 24x7 team on a regular basis.
Minimum Qualifications:
  • Bachelor's Degree in a related field and seven years of progressively responsible programming and systems experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
  • Valid Driver's License from state of residency.

Preferred Experience:
  • Working knowledge of Cisco networks (wired and wireless), and Cisco Voice over Internet Protocol (VoIP) Telephony systems in large environments.
  • 7 years of experience supervising a Network Operation Center team of 5-10 persons.
  • Strong supervisory and organizational skills.
  • Knowledge of technology trends and developments in the area of information systems network and security.
  • Deep knowledge of enterprise networking technologies; communication protocols, routing protocols, switching, firewalls, load balancing, SDN & SDWAN
  • Knowledge of information LAN/WAN principles and practices, including any of the following: security risk assessment standards, risk assessment methodologies, and vulnerability assessment.
  • Certification(s) in the areas of networking, security, VoIP, or Video over IP based technologies.
  • Skilled utilizing Network Management tools such as SolarWinds, Remedy Safe Force, and Managed Workplace.
  • Skilled utilizing Remedy SaleForce ticketing products – preferred but not required.
  • Experienced working and / or building ITIL processes within an ISP or MSP
  • Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction
  • Analytical thinker, Metrics Driven
  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
  • Strong problem-solving skills, critical thinking, excellent analytical ability
  • Team building, mentoring and coaching skills
  • Ability to communicate both verbally and in writing in a clear and concise manner
**** BACKGROUND CHECK REQUIRED ****
Due to the nature of this position and access to Public Safety systems and facilities, an extensive background check is required for employment. The background check includes motor vehicle and criminal histories, fingerprinting.

For information related to position-specific Essential Duties, Knowledge and Skills, and Physical Requirements click here

NOTE: The class specifications listed on this site is not the official class specifications for Gwinnett County and is subject to change.
Benefits Offered
Health, dental, vision, prescription drug insurance plans
Flexible Spending Accounts for Medical and Dependent Care
HSA/HRA available
Basic, Optional and Dependent Life Insurance
Short-Term and Long-Term Disability
On-site Medical Wellness Center
Holidays: 12 holidays per year
  • Annual leave (vacation): 13 day accrual per year
  • Sick leave: 13 day accrual per year
Immunizations (Flu Shots, Tetanus, etc.)
Wellness Incentive Programs
Annual Wellness Fair
Financial Education Programs
Funeral Leave
Longevity Pay after 3 years (full-time status)
Tuition Reimbursement after 2 years (full-time status)
Employee assistance program
Uniforms and equipment furnished
Employee discount programs
Retirement Benefits include:
Defined Contribution Retirement Plan
  • Employees can choose a contribution rate of 2.5%,5.0%, or 7.5%
  • Gwinnett County will contribute 7.0% of your pensionable earnings per pay period.
An employee is fully vested in 5 years. An employee can retire if he/she has reached the age of 55 and the sum of his/her age and years of service equals 65.
Deferred Compensation Plan
  • If you contribute at least 2.5% of your base pay to the 457(b) plan, Gwinnett County will contribute an additional 1% to your Defined Contribution Retirement Plan (this is in addition to the 7% described above).
  • Exact accruals will vary depending on scheduled annual hours and years of service.

Benefits Offered:

  • Health, dental, vision, prescription drug insurance plans
  • Flexible Spending Accounts for Medical and Dependent Care
  • HSA/HRA available
  • Basic, Optional and Dependent Life Insurance
  • Short-Term and Long-Term Disability
  • On-site Medical Wellness Center
  • Holidays: 12 holidays per year
  • Annual leave (vacation): 13 day accrual per year
  • Sick leave: 13 day accrual per year
  • Immunizations (Flu Shots, Tetanus, etc.)
  • Wellness Incentive Programs
  • Annual Wellness Fair
  • Financial Education Programs
  • Funeral Leave
  • Longevity Pay after 3 years (full-time status)
  • Tuition Reimbursement after 2 years (full-time status)
  • Employee assistance program
  • Uniforms and equipment furnished
  • Employee discount programs
  • Retirement Benefits include:
    • Defined Contribution Retirement Plan
      • Employees can choose a contribution rate of 2.5%,5.0%, or 7.5%
      • Gwinnett County will contribute 7.0% of your pensionable earnings per pay period.
      • An employee is fully vested in 5 years. An employee can retire if he/she has reached the age of 55 and the sum of his/her age and years of service equals 65.
    • Deferred Compensation Plan
      • If you contribute at least 2.5% of your base pay to the 457(b) plan, Gwinnett County will contribute an additional 1% to your Defined Contribution Retirement Plan (this is in addition to the 7% described above).