Supervisor, NOC SageCONNECT

WHO WE ARE

Empowering Connections Inspiring Possibility

SageNet is a leading managed services provider specializing in connectivity digital signage and cybersecurity. The company connects manages and protects technologies and devices across widely distributed enterprises. SageNets people processes and technologies coupled with its collaborative approach empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs) geographically diverse teleports a central National Logistics Center multiple data centers and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First the company creates trusted reliable and secure technological connections for its customers. Second and perhaps even more importantly SageNet works tirelessly to build trusted human connections with its customers partners and communities. The company believes that by creating discovering and nurturing these trusted connections SageNet enhances the world that connects us all.

With a three-decade track record in managed services SageNet boasts a long-term customer base that includes the nations largest retail financial healthcare utilities and energy organizations. SageNet manages communications for more than 430000 endpoints. Headquartered in Tulsa SageNet has regional offices in Atlanta Toronto and Washington D.C.

WHAT YOULL DO

As the Supervisor of Connect Client Support you will provide hands-on leadership and coaching for a team of 610 NOC Associates at varying levels. You will ensure excellence in operational delivery drive team development and lead by example in a dynamic fast-paced environment. Working Monday through Friday from 11:00 a.m. to 7:00 p.m. CT you will oversee critical daytime transitions and collaborate closely with cross-functional partners to meet service level objectives. This role is ideal for a transformational leader who is coachable and passionate about developing others.

Major duties and responsibilities:

• Supervise a team of 610 NOC Associates across varying experience levels
• Coach mentor and develop team members to promote accountability high performance and adherence to organizational policies
• Participate in hiring onboarding and training initiatives to support department staffing and skill development
• Analyze operational performance escalate support needs and collaborate with leadership on continuous improvement initiatives
• Research and resolve both basic and complex issues related to NOC systems tools and workflows
• Recommend and implement improvements to processes efficiencies and service delivery practices
• Maintain cost-control procedures and assist with inventory tracking as needed
• Provide operational tools support and resources to ensure department goals and SLAs/SLOs are met
• Facilitate implementation of change management efforts and help staff adapt to evolving tools and practices
• Respond to daily service and staffing issues ensuring full resolution and documentation
• Serve as liaison between the NOC Sales Program Management and the Executive Leadership Team
• Assist with identifying workflow/system improvements and collaborating on their implementation with employee and analytical teams
• Support departmental projects by contributing to quality control tracking timelines and identifying opportunities for automation or streamlining
• Contribute to project planning by estimating resource needs identifying phases and supporting execution
• Reinforce and uphold company policies standards and information security protocols across all shift activities
• Participate in an on-call rotation to address after-hours operational escalations and ensure service continuity
• Travel to remote offices or customer locations as required

WHO YOU ARE

Required Qualifications

• Bachelors degree or 5 years of relevant supervisory experience
• 35 years of Network Operations Center (NOC) or equivalent technical support experience
• Proven ability to coordinate across multiple departments and prioritize shared goals
• Demonstrated success leading technical teams in a 24/7 operational environment
• Excellent organizational project management and time management skills
• Strong communication skills with the ability to work with technical teams stakeholders and senior leadership
• Ability to plan organize prioritize and delegate tasks independently
• Exceptional attention to detail and follow-through
• High level of initiative work ethic and adaptability in a fast-paced team-based environment

Preferred Qualifications

• Experience using ServiceNow or similar ITSM tools
• ITIL Certification or knowledge of ITIL-based practices
• Experience in a Managed Services Provider (MSP) environment

WHERE YOULL WORK

Enjoy the flexibility of our hybrid work model. Our business casual working environment fosters collaboration and productivity.

• Shift hours: MondayFriday 11:00 a.m. 7:00 p.m. Central Time
• Hybrid work environment subject to departmental policy
• Some U.S. travel may be required
• Use of Microsoft Teams expected for communication and collaboration
• This position may require occasional on-call availability to support after-hours escalations system outages or urgent customer needs. On-call participation is scheduled in advance and shared among supervisor-level staff.

PHYSICAL REQUIREMENTS

• Ability to remain in a stationary position (sitting or standing) for extended periods
• Frequent use of hands and fingers for typing and handling documentation
• Frequent visual concentration for reviewing digital and physical data
  
  

CLASSIFICATION*: Exempt/Salaried
POSITION TYPE: Fulltime
TRAVEL REQUIREMENTS: Negligible
DIRECT REPORTS: 6-10 NOC Associate
SAFETY SENSITIVE: No

Ready to join a team that values trusted connections Apply now!

Equal Opportunity Employer
SageNet is committed to equal employment opportunity and compliance with all applicable federal state and local laws prohibiting employment discrimination. As a federal government contractor or subcontractor SageNet affirms compliance with Section503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) including nondiscrimination outreach and recordkeeping requirements. SageNet does not engage in race sex or genderbased affirmative action programs under EO11246 as that program was rescinded effective April212025. We provide reasonable accommodations to applicants and employees in compliance with applicable law.

Legal Disclaimer
This job description outlines general duties and qualifications and is not exhaustive. SageNet reserves the right to modify or amend this description at any time with or without notice. Employment at SageNet is at-will and may be terminated by either party at any time with or without cause or notice. As a government contractor SageNet certifies full compliance with all applicable federal antidiscrimination laws including nondiscrimination and affirmative obligations under Section503 and VEVRAA and adherence to contract clauses requiring such compliance. All employees must comply with company security policies and training requirements; failure may result in disciplinary action up to and including termination.

Required Experience:

Manager