Supervisor, NOC - WhiteSky

Overview The NOC Supervisor will oversee NOC agents during an assigned shift to ensure consistent 24/7/365 monitoring, ticket handling, escalation, and customer support coverage. The NOC Supervisor provides frontline leadership, technical guidance, coaching, and quality oversight for NOC agents while escalating complex issues to NOC Management, Engineering, vendors, or other appropriate teams. This position requires strong networking knowledge, sound troubleshooting skills, and the ability to lead calmly and effectively during service-impacting events. Success in this role requires clear communication, attention to detail, strong inter-shift coordination, and a commitment to maintaining operational standards across all NOC coverage periods. Responsibilities Supervise assigned NOC agents during a designated shift, ensuring continuous monitoring, support coverage, incident response, and queue management in a 24/7/365 environment. Monitor support queues, alerts, incoming tickets, and active incidents to ensure work is prioritized, assigned, updated, and resolved or escalated within established service levels and operational timeframes. Provide frontline technical guidance to NOC agents for troubleshooting customer issues, network alerts, service degradations, outages, and recurring support problems. Act as the primary shift escalation point for NOC agents, reviewing complex or high-priority issues and escalating to NOC Management, Engineering, Field Operations, vendors, or other internal teams when appropriate. Coordinate shift-level incident response activities, including initial triage, impact assessment, customer or partner communication, ticket updates, escalation tracking, and service restoration follow-up. Ensure accurate and timely documentation of incidents, troubleshooting steps, customer communications, network changes, escalations, and shift handoff notes. Perform shift handoffs with incoming and outgoing supervisors, leads, or agents to ensure continuity of support, awareness of active incidents, pending escalations, maintenance events, and customer-impacting issues. Coach, mentor, and support NOC agents during the assigned shift by reinforcing standard operating procedures, troubleshooting practices, ticket quality expectations, and customer communication standards. Assist with onboarding and training of new NOC agents by providing hands-on guidance, process reinforcement, technical support, and feedback to NOC Management. Review ticket quality, queue activity, agent performance, escalation accuracy, and shift workflow to identify training needs, process gaps, recurring issues, or opportunities for operational improvement. Support approved maintenance activities, after-hours changes, firmware updates, circuit upgrades, and configuration changes by coordinating shift coverage, monitoring for impact, and escalating unexpected issues. Configure, validate, or assist with deployment support for network and service delivery hardware when needed, including switches, routers, servers, access points, NVRs, GPON OLTs, PDUs, and Dish Smartbox equipment. Qualifications Required: 1+ years of experience as a team lead, shift lead, senior agent, supervisor, or escalation point in technical support, network operations, managed services, or service provider environment. 3+ years of experience in a NOC, technical support, network support, service provider, managed services, or network operations role. High school diploma or equivalent required; associate degree, bachelor’s degree, technical certification, or equivalent industry experience preferred. Experience working in a 24/7/365 support, monitoring, or operations environment. Experience handling technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities. Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs. Ability to participate in escalation support or supervisor coverage rotation as needed. Preferred: Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience. Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks. Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes. Prior experience coaching or training technical support staff. KNOWLEDGE/SKILLS/ABILITIES Required: 1+ years of experience as a team lead, shift lead, senior agent, supervisor, or escalation point in technical support, network operations, managed services, or service provider environment. 3+ years of experience in a NOC, technical support, network support, service provider, managed services, or network operations role. High school diploma or equivalent required; associate degree, bachelor’s degree, technical certification, or equivalent industry experience preferred. Experience working in a 24/7/365 support, monitoring, or operations environment. Experience handling technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities. Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs. Ability to participate in escalation support or supervisor coverage rotation as needed. Preferred: Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience. Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks. Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes. · Prior experience coaching or training technical support staff. SALARY AND BENEFITS RealPage provides a competitive salary package along with a comprehensive benefit plan that includes: Health, dental, and vision insurance. Retirement savings plan with company match. Paid time off and holidays. Professional development opportunities. Performance-based bonus based on position. Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance. Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees. Pay Range USD $70,700.00 - USD $120,300.00 /Yr.