Title:  Sr. Supervisor, Systems Administration

Job Title: Sr. Supervisor, Systems Administration

Job Code: 35061

Job Location: Greenville, Texas – (Responsibilities must be performed on-site.)

Job Schedule: 5/8 Work Schedule – (Monday thru Friday)

Job Description:

We are seeking a dedicated Sr. Supervisor to lead our 24x7 Operations Center team. The successful candidate will provide strategic and operational leadership for Tier-1 services, ensuring continuous monitoring, incident response, and escalation support across enterprise systems and mission-critical infrastructure.

The ideal candidate is a disciplined operational leader with strong organizational and analytical capabilities, capable of managing competing priorities while maintaining service continuity. They must demonstrate sound judgment during high-impact incidents, a data-driven approach to performance management, and a proactive mindset toward automation, process optimization, and cost efficiency. Strong communication skills are essential to provide executive-level reporting, risk visibility, and strategic planning input.

Essential Functions:

1. Operational Leadership & Service Delivery

• Own end-to-end operational delivery of Tier 1 services in a 24x7 environment.
• Ensure adherence to established Service Level Agreements (SLAs), KPIs, and performance metrics.
• Monitor operational health indicators and implement corrective actions to maintain service continuity.
• Serve as escalation authority for high-impact incidents and operational disruptions.

2. Workforce & Shift Management

• Lead and develop a team of 13 Tier 1 personnel across multiple shifts.
• Design, coordinate, and maintain shift assignments to ensure full 24x7 coverage with appropriate staffing levels (three analysts per shift).
• Oversee staffing strategy, workload balancing, cross-training, and succession planning to mitigate single points of failure.
• Conduct performance management, coaching, and professional development planning.

3. Compliance & Governance

• Ensure operations align with regulatory, contractual, cybersecurity, and ATO requirements.
• Maintain operational documentation, audit readiness, and evidence artifacts as required.
• Partner with security and compliance teams to remediate findings and implement corrective actions.

4. Stakeholder & Cross-Functional Engagement

• Partner with Program Management, Engineering, Infrastructure, and Customer stakeholders to ensure alignment on operational priorities.
• Provide executive-level reporting on operational metrics, risk posture, incident trends, and resource utilization.
• Support customer briefings and contract performance reviews as required.

5. Continuous Improvement & Optimization

• Drive process improvement initiatives to enhance efficiency, reduce incident volume, and improve mean time to resolution (MTTR).
• Identify automation opportunities to improve Tier 1 effectiveness and reduce manual intervention.
• Implement cost optimization strategies while maintaining service quality and compliance posture.

6. Strategic Planning & Risk Management

• Contribute to long-term operational strategy, workforce forecasting, and capacity planning.
• Identify operational risks and develop mitigation strategies.
• Support organizational growth initiatives requiring Operations Center scaling or capability expansion.

Qualifications:

• Education and Experience
• Bachelor’s degree in Computer Science, Information Technology, or a related field, plus a minimum of four (4) years of management experience supervising multiple direct reports. In lieu of a degree, eight (8) years of directly related professional experience may be substituted. Experience managing a call center, Network Operations Center (NOC), or similar 24x7 operations environment is strongly preferred.
• Certifications Active CompTIA Security+ certification.
• Technical Proficiency
• Operations & Monitoring
• Enterprise monitoring platforms (e.g., SolarWinds, PRTG, Nagios).
• ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).
• Incident, problem, and change management (ITIL-aligned).
• SLA, KPI, MTTR, and availability reporting.
• Log aggregation and alert/event management.

• Patch & Configuration Management
• Enterprise patch management platforms (WSUS, MECM/SCCM, or equivalent).
• Configuration baseline enforcement and change tracking.
• Vulnerability remediation coordination.
• Network & Infrastructure Fundamentals
• TCP/IP fundamentals and subnetting concepts.
• VLAN and routing basics.
• Firewall rule awareness and troubleshooting at Layer 1/2 boundary.
• Network availability monitoring and diagnostic interpretation.
• Compliance & Governance (ATO / Regulated Environments)
• Familiarity with NIST 800-53 control families.
• RMF lifecycle awareness and ATO sustainment processes.
• Continuous Monitoring (ConMon) principles.
• Audit artifact collection and POA&M tracking.
• Automation & Operational Optimization
• Process improvement methodologies.
• Development and maintenance of SOPs, playbooks, and escalation matrices.
• Performance & Executive Reporting
• Development of KPI dashboards.
• Trend analysis and operational health reporting.
• Capacity planning metrics.
• Translation of technical risk into executive-level summaries.

• Professional Skills
• Excellent problem-solving abilities combined with strong verbal and written communication skills to effectively interact with both technical and non-technical stakeholders.
• Flexibility and availability to participate in on-call rotations or work outside regular business hours to resolve critical issues.

Preferred Additional Skills:

• Advanced Tooling & Automation
  • PowerShell or Python automation.
  • SIEM integration (Splunk, Sentinel).
  • API-based workflow automation.
• Virtualization & Infrastructure Awareness
  • VMware vSphere or Hyper-V familiarity.
  • High-availability and failover concepts.
  • Backup validation and disaster recovery exercises.
• Advanced Compliance Exposure
  • STIG remediation coordination.
  • FISMA reporting support.
  • Experience in classified or air-gapped environments.
• Certifications (Preferred but Not Required)
  • ITIL
  • PMP