Team Lead Network Operations Center (SNOC)

Team Lead Network Operations Center (SNOC)

Northstrat is seeking a Team Lead to manage a crew of operators supporting customers who use space-based broadband communication services. As part of this mission, the Secure Network Operations Center (SNOC) serves as focal point for customer support operations. In this role you will manage SNOC mission operations for a shift. You will be empowered with broad knowledge of all aspects of the SNOC mission, and act as the first decision authority in the operations chain of command to resolve issues. If you are not able to resolve issues, you will escalte them to the SNOC Operations Manager. As part of workforce management, you will generate shift schedules and ensure crews meet training qualification. As a Team Leader, you will start your day by reviewing staffing levels, call queues, outstanding case resolution actions, enterprise system status, and operational readiness to ensure the crew is prepared to meet customer needs. You will monitor the health and performance of critical enterprise systems, identify impacts to customer service operations, and communicate system status updates to stakeholders as needed. You will provide schedule inputs and make real‑time adjustments as conditions change, balancing service levels with crew availability. Throughout the day, you will lead crew operations by monitoring performance, guiding team members, and stepping in to resolve initial customer escalations with sound judgment. You will manage call queues and support SNOC daily decision‑making, responding quickly to spikes in volume, system issues, or unexpected disruptions. As the shift progresses, you will continuously assess readiness, report operational and system status, communicate priorities, and coordinate actions to keep operations running smoothly while delivering a consistent, high‑quality customer experience.

Responsibilities

• Provide Crew Schedule Inputs. Develop and provide accurate scheduling inputs to ensure appropriate staffing levels across shifts. Balance operational demand, employee availability, skills, and compliance requirements to support service level objectives and workforce efficiency.
• Lead Crew Operations. Oversee day‑to‑day crew activities to ensure smooth execution of customer service operations. Provide direction, coaching, and real‑time support to team members while maintaining productivity, quality, and adherence to operational procedures.
• Adjudicate Customer Issues. Serve as the first level of leadership escalation for customer issues and service exceptions. Review cases, apply policy and judgment, and determine appropriate resolutions while ensuring fair, consistent, and timely outcomes.
• Manage Readiness. Ensure crew readiness by monitoring staffing, training completion, system access, and operational preparedness. Proactively identify gaps and coordinate corrective actions to maintain continuous operational capability.
• Provide SNOC Daily Operations Decision Making. Support daily decision‑making within the Service Network Operations Center (SNOC) by assessing real‑time conditions, workload, and performance metrics. Make informed operational adjustments to mitigate disruptions and maintain service levels.
• Manage Call Queues. Monitor and manage call queues in real time to optimize response times and customer experience. Adjust staffing, prioritize workloads, and coordinate with crew leads to balance demand and minimize customer wait times.

Requirements

• Must be a U.S. citizen with active U.S. government secret clearance.
• Must have 3+ years of experience in a technical support or network operations environment.
• 1+ year of experience leading or supervising a team in an operations center or help desk setting.
• Experience supporting customer interactions in mission‑critical or high‑urgency contexts.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to manage competing priorities in real‑time.

Preferred Qualifications

• Experience supporting U.S. government or defense customers in a secure facility.
• Familiarity with ITIL concepts and incident, problem, and change management.
• Demonstrated ability to lead and mentor early‑career professionals in a shift‑based environment.
• Data‑driven mindset with experience reporting team metrics and driving continuous improvement.
• Prior experience in broadband, satellite, or telecom operations.
• Experience using ServiceNow for ticketing, knowledge base, and asset management.

Benefits

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning. Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee. The IBA is a flexible benefits system allowing you to use funds for benefits such as paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these. The PSP is a qualified retirement plan funded through the IBA at an amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. Because Northstrat is an employee‑owned company, all new employees are offered stock options that can increase with performance. Our culture promotes a growth environment, and we provide periodic company‑sponsored training events and use IBA funds for reimbursement of work‑related education expenses.

Pay Range

Our pay range is influenced by factors such as geographic location, Federal Government contract labor categories, contract wage rates, prior experience, skills, education, and certifications. Competitive compensation, benefits, and professional development opportunities are offered. Refer to the Benefits section for additional details.

Flex Time

Northstrat does not mandate specific working hours. While project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. Flexible time may be carried over if needed.

Northstrat is an Equal Opportunity Employer. We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status or other legally protected status.