Network Ops Center Supervisor

Position summary
The Network Operations Center (NOC) Supervisor is responsible for overseeing the day-to-day work of NOC Technicians, including scheduling coverage, monitoring operational performance, and ensuring accurate documentation.

This role guides team members, supports coordination, and serves as the primary escalation point for network-related incidents and service interruptions. The Supervisor works with internal teams, vendors, and service providers to support resolution.

The position also supports IT projects such as site refreshes, office openings, and hardware rollouts, while providing Tier 1 and Tier 2 systems support as needed. Responsibilities include incident tracking, executing documented changes, and ensuring ticket accuracy. The role also monitors metrics and shares insights with leadership to support operational effectiveness.

Job duties and responsibilities

• Monitor a 24/7/365 global environment using enterprise monitoring tools
• Serve as primary escalation point for network-related issues
• Oversee NOC Technicians, including scheduling, performance monitoring, and documentation
• Guide team members and support development through coaching and knowledge-sharing
• Participate in hiring processes and candidate selection
• Communicate incidents and updates using enterprise communication tools
• Facilitate incident bridges and drive issue resolution
• Troubleshoot network issues across data centers, offices, and cloud environments
• Support network hardware including LAN/WAN circuits, wireless, and APC systems
• Perform troubleshooting and maintenance across Windows and Linux environments
• Respond to and escalate security-related events as appropriate
• Support IT initiatives including refreshes, office openings, and hardware rollouts
• Provide Tier 1 and Tier 2 support and act as escalation for Help Desk issues
• Oversee incident management and ensure accurate ticket documentation
• Conduct ticket reviews and coach team on quality and follow-up
• Execute change control processes and participate in change review calls
• Drive problem management and ensure permanent fixes are implemented
• Develop and maintain NOC and change metrics; report trends and improvements
• Participate in firmwide IT initiatives and special projects
• Work holidays and weekends as needed
• Perform other duties as assigned

Job duties and responsibilities are not exhaustive and may be supplemented as necessary.

Required skills and experience

Education

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience
• Additional certifications preferred

Experience

• Five years of experience in IT operations in a large professional services environment preferred
• Supervisory or shift lead experience required
• Experience supporting users and IT operations required
• Experience working with managed service providers
• Experience with enterprise environments (data centers, cloud, Windows/Linux) preferred
• Familiarity with ITIL frameworks (incident, change, problem management)
• Law firm or professional services experience preferred

Skills

• Strong technical knowledge across networking, security, virtualization, databases, and storage
• Proficiency with enterprise platforms (Exchange, SharePoint, Citrix, mobile tools, document management systems)
• Experience with cloud platforms and monitoring tools (e.g., SolarWinds)
• Strong troubleshooting and documentation skills
• Effective communication and interpersonal skills
• Customer service mindset with flexibility in a fast-paced environment
• Ability to manage multiple priorities and meet deadlines
• Ability to work independently and collaboratively
• Ability to learn new technologies quickly
• Strong problem-solving and decision-making skills
• Ability to coach and guide junior team members

Supervisory responsibilities
Shared responsibility for supervising Network Operations Center Technicians

Equipment to be used
Personal computer and standard office equipment

Essential job functions

• Ability to sit or stand for extended periods and perform computer-based work
• Ability to use technology and collaboration tools
• Ability to communicate effectively
• Ability to analyze complex information and manage multiple priorities
• Ability to lift up to 75 pounds and move equipment up to 50 pounds occasionally
• Ability to provide off-hours support, including evenings, weekends, and holidays
• Ability to handle confidential and sensitive information appropriately

Working conditions
Requires in-office presence at least four days per week. May require work beyond standard hours. Schedule details will be discussed with the supervisor.

Pay ranges
This represents the presently anticipated pay range for this position. Actual pay may vary based on factors including location and experience.

Pittsburgh: $102,000 – $117,000

Employee benefits overview
Our comprehensive benefits package includes:

• 401(k) retirement plan
• Medical insurance
• Health savings account (HSA)
• Virtual health services
• Dental insurance
• Vision insurance
• Accident insurance
• Hospital indemnity insurance
• Critical illness insurance
• Life insurance
• Short-term disability coverage
• Long-term disability coverage
• Flexible spending accounts (FSA)
• Lyra Health employee assistance program (EAP)
• Paid family leave
• Transportation benefit
• Back-up child care services
• College Coach program
• Pet insurance
• Paid time off

Reed Smith offers a competitive compensation package, flexible benefits, tuition assistance, and a generous 401(k) plan.

Equal opportunity statement
Reed Smith is an Equal Opportunity Employer with core values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. The firm provides reasonable accommodations in accordance with applicable law.

Qualified candidates only. No search firms.