Position Summary
The ITOCC Supervisor is responsible for the day-to-day operational oversight of the IT Operations Command Center, ensuring the team consistently delivers reliable, high-quality service across all managed client environments. This role bridges frontline execution and ITOCC management, owning team performance, scheduling, shift coverage, and the human elements of a 24×7 operations environment.
The ITOCC Supervisor partners closely with the team on technical quality and escalation, while independently owning the people, process, and operational rhythm elements of the team. This role is the primary point of contact for team members during their shifts, ensures SLA and process adherence, and drives accountability and engagement across Operations Analysts and Systems Administrators. This role reports to the Enterprise Manager.

Responsibilities:
· Team Supervision & Daily Operations
o Provide direct day-to-day supervision of Operations Analysts and Systems Administrators across assigned shifts.
o Serve as the first point of contact for team members during shift for guidance, support, and issue resolution.
o Monitor real-time team workload and task distribution, ensuring balanced coverage and appropriate prioritization.
o Oversee shift handoffs, ensuring accurate and complete information transfer between outgoing and incoming team members.
o Maintain a visible, accessible supervisory presence during shift to reinforce accountability and team cohesion.

· Scheduling & Coverage Management
o Own team scheduling, including shift assignments, on-call rotations, and coverage for PTO, illness, and unplanned absences.
o Coordinate with the Enterprise Manager to plan staffing levels aligned with operational demand and client SLAs.
o Proactively identify and resolve coverage gaps before they impact service delivery.
o Maintain and communicate accurate shift schedules to the team and relevant stakeholders.

· Performance Management & Coaching
o Monitor individual team member performance against defined expectations and KPIs.
o Deliver consistent, constructive feedback through both real-time coaching and structured check-ins.
o Document performance observations, concerns, and positive contributions in coordination with the Enterprise Manager.
o Support onboarding of new team members, ensuring they are set up for success in their first 30-60-90 days.
o Identify training and development opportunities and coordinate with the technical leads and Manager to address gaps.

· SLA, Process & Quality Oversight
o Monitor team adherence to SLAs, incident management workflows, and defined ITOCC operating procedures.
o Identify process breakdowns or SLA risks in real time and take corrective action.
o Review ticket quality, documentation accuracy, and communication standards across the team.
o Escalate systemic issues to the Enterprise Manager and coordinate with the technical leads on technical root causes.
o Ensure consistent application of runbooks and SOPs across all team members and shifts.

· Incident Coordination & Escalation Support
o Monitor active incidents during shift and ensure proper triage, escalation, and communication are underway.
o Serve as a supervisory escalation point for process, stakeholder, or communication issues during incidents.
o Coordinate team resources and coverage during major or critical incidents to sustain operational capacity.
o Ensure post-incident documentation and follow-up actions are completed by the responsible team members.

· Reporting & Operational Communication
o Produce shift-level and daily operational summaries for the Enterprise Manager highlighting team activity, issues, and SLA status.
o Communicate relevant updates, changes, and priorities to the team at the start of each shift.
o Track and report on team attendance, performance trends, and coverage metrics.
o Participate in regular ITOCC leadership meetings and provide frontline perspective on team health and operational needs.

· Culture, Engagement & Team Development
o Foster a professional, accountable, and team-oriented culture within the ITOCC.
o Recognize and reinforce positive behaviors, quality work, and collaborative contributions.
o Address interpersonal issues, conduct concerns, and morale risks proactively and constructively.
o Advocate for team members with the Enterprise Manager regarding recognition, growth, and workload equity.
Other duties as assigned.

Qualifications:
· 3-5+ years of experience in IT operations, NOC, service desk, or a managed services environment.
· Prior supervisory, team lead, or shift lead experience, including scheduling and direct performance oversight.
· Strong understanding of IT service management and ITIL-aligned incident management processes.
· Demonstrated ability to manage team dynamics, deliver constructive feedback, and drive accountability.
· Excellent communication skills, both written and verbal, with the ability to relay operational updates clearly to team members and stakeholders.
· Ability to remain composed and decisive in fast-paced, high-pressure operational situations.

Preferred:
· ITIL Foundation or higher certification.
· Experience supervising in a 24×7 shift-based operations environment.
· Familiarity with ITSM platforms (Halo, ServiceNow, or equivalent).
· Exposure to monitoring and observability tooling (LogicMonitor, Datadog, Zabbix, or equivalent).
· Experience supporting external clients in a managed services or outsourced IT environment.

Certifications (nice to have)
· ITIL Foundation
· HDI Team Lead or Support Center Manager
· CompTIA A+, Network+, or equivalent

Physical Requirements:
· Prolonged periods sitting at a desk and working on computer.
· Occasional walking between facilities.
· Occasional lifting, pushing, pulling up to 15 lbs.
· Hybrid Position