Sr. Supervisor, Systems Administration

L3HHCM20•Greenville, TX

2d•Onsite

About The Position

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.

Requirements

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.
Active CompTIA Security+ certification.
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.
Enterprise patch management platforms (WSUS, MECM/SCCM, or equivalent).
Configuration baseline enforcement and change tracking.
Vulnerability remediation coordination.
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.
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.
Process improvement methodologies.
Development and maintenance of SOPs, playbooks, and escalation matrices.
Development of KPI dashboards.
Trend analysis and operational health reporting.
Capacity planning metrics.
Translation of technical risk into executive-level summaries.
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.

Nice To Haves

PowerShell or Python automation.
SIEM integration (Splunk, Sentinel).
API-based workflow automation.
VMware vSphere or Hyper-V familiarity.
High-availability and failover concepts.
Backup validation and disaster recovery exercises.
STIG remediation coordination.
FISMA reporting support.
Experience in classified or air-gapped environments.
ITIL
PMP

Responsibilities

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.
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.
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.
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.
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.
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.