Technical NOC Supervisor

Job Description

Salary:

This position is eligible for a $750 sign-on bonus upon the successful completion of a 6-month probationary period.

Job Summary

Mosaic Technologies is growing, and we are looking to add aTechnical NOC Supervisor to our team. Reporting to the Senior IT Director, the Technical NOC Supervisor supports the NOC team in overseeing daily technical operations, ensuring high-quality customer service, and maintaining infrastructure reliability. This role focuses on technical leadership, incident management, and mentoring NOC Technicians. It serves as the bridge between frontline support and strategic IT initiatives. Please note that this position reports to our Cameron, WI office.

Essential Functions (including but not limited to)

Supervise and coordinate NOC Technicians technical tasks through network monitoring, incident response, and equipment provisioning.

Ensure adherence to standardized technical support processes and documentation.

Daily activities include processing orders, handling in-and-outbound customer communications, overseeing and assisting with equipment prep, and coordinating daily activities within the team and with other departments including Operations and Sales.

Participate in development and implementation of a Quality Performance Program. Ensure the NOC Team is appropriately trained, updated on certifications, following correct procedures, and maintaining a high degree of quality. Develop the NOC department and its employee team for expanding roles.

Ensure customer service standards are met or exceeded by providing timely updates and resolutions of service issues.

Analyze Quality/Performance data and statistics and deliver timely feedback to team members.

Work within the NOC/IT department to respond timely to customer technical support requests as volume requires. Promote excellent customer service, effective response times and provide expert insight into general support issues. Enforce quality and performance guidelines for dealing with customers, completing services, and overall customer satisfaction.

Enforce quality and performance best practices through audits, call monitoring, and continuous improvement initiatives.

Analyze KPIs to benchmark team workload/performance and identify trends in call center requests.

Develop, implement, and hold staff accountable to follow standardized technical support process and documentation libraries.

Demonstrate a strong understanding of all Mosaic Technologies products and services.

Interface with the Mosaic Management Team for process development and implementation of new projects.

Provide input into strategic planning processes in support of new initiatives to enhance the overall customer experience.

Handle all complex customer service issues, escalated, and/or unresolved calls.

Maintain a working knowledge of all internal and external systems related to customer service and operations support.

Participate in or conduct required meetings; participate actively in any work group or committee assignments.

Provide management coverage and assistance to other departments as requested.

Accessibility for after-hours assistance/leadership as needed.

All other duties as assigned.

Qualifications and Skills

Bachelors degree in computer science, networking, or similar preferred.

A+, Network+, CCNA, or similar technical certifications preferred.

Minimum of 3 years of experience as a supervisor in a technical support setting is preferred.

Telecommunications and IT background, and technical knowledge of a Technical Support/Call Center is strongly preferred. A valid drivers license is required.

Why Mosaic?

Medical, dental, vision benefits begin day one of employment

Company paid life and disability insurance

Significant company 401(k) contribution

Paid holidays and personal time off

Development and advancement opportunities

Full-time