Network Support Supervisor

Murtech Staffing and Solutions

Cleveland, OH, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Position: Network Support Supervisor

Location: Cleveland, OH (100% onsite)

Duration: W2 Full-time role

Description:

The Supervisor is the shift-level manager responsible for the stable, efficient, and reliable day-to-day operation of the network infrastructure. You will be a Supervisor first, then escalation second.

Required Skills:

• Security Clearance: Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.

• Associate's Degree (or equivalent) in IT, Computer Science, or equivalent technical training/certifications (or equivalent work experience).

• Minimum 3+ years of hands-on experience in a 24/7 operations environment, triage, and ticket management.

• Minimum 1+ year of experience guiding, mentoring, or directly supervising junior technical staff.

• Proven ability to coordinate initial incident response, manage bridge calls, and perform accurate ticket quality review.

• Core Skills: Solid understanding of network monitoring tools, protocols (TCP/IP), and basic troubleshooting for LAN/WAN/Security devices.

• Strong verbal and written communication, essential for clear shift handovers and incident reporting.

Desired Skills:

• IT Service Management: ITILv4 Foundation.

• Cisco Certified Network Associate (CCNA)

• Fortinet Certified Associate (FCA) or NSE 2/3.

Responsibilities:

• Manage the daily supervision of approximately 10-15 Analysts and Technicians, including scheduling, time-off requests, and ensuring adequate 24/7 coverage.

• Provide coaching, training, and technical mentorship to develop the team's troubleshooting and diagnostic skills.

• Conduct regular check-ins and performance reviews, offering constructive feedback and contributing to formal employee appraisals.

• Assist your manager with the recruitment, interviewing, and onboarding of new technical staff.

• Oversee all day-to-day activities during the assigned shift.

• Review and assign all incoming work, including automated alerts, trouble tickets, service requests, and change orders, ensuring proper prioritization and timely resolution by staff.

• Ensure the team is diligently monitoring all network and system health dashboards, performance metrics, and alerts using monitoring tools.

• Drive the team to meet or exceed Service Level Agreements (SLAs) for response time (MTTA) and resolution time (MTTR).

• Review the quality and completeness of all incident tickets, ensuring all actions, escalations, and resolutions are accurately logged in the ticketing system.

• Act as the first point of escalation for complex technical issues that

Level 1/2 staff cannot resolve, providing guidance or stepping in to troubleshoot.

• Take ownership of critical incidents, coordinating the initial response, managing bridge calls, and engaging specialized engineering teams

• Ensure clear, timely, and effective internal and external communication regarding the status of all significant incidents and maintenance activities.

• Lead preliminary root cause analysis on recurring incidents and collaborate with the Problem Management team to find and eliminate systemic issues.

• Ensure all staff strictly adhere to established Standard Operating Procedures, runbooks, and ITIL-based processes.

• Oversee and approve network change requests during the shift, ensuring change management policies are followed to minimize risk

• Prepare and present daily, weekly, or shift reports on NOC performance, network availability, and key metrics for management review.

\nCompany Description

About Murtech Staffing & Solutions - We are a National Staffing Services Company with a team dedicated to solving the unique staffing challenges for our clients. The essence of Murtech is built in our Core Values: Integrity, Passion and Work Ethic. We apply these values to provide professional career development for both our employees and candidates.