Network Operations Center (NOC) Tier 1 Shift Lead
Computer World Services, Ashburn, VA
About the job
CWS seeks a NOC Tier 1 Shift Lead to supervise the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract Tier 1 NOC technicians. The NOC Tier 1 Shift Lead supervises the Tier 1 NOC technicians to ensure timely incident detection, triage, and escalation per established performance standards.
Duties & Responsibilities
- Lead Tier 1 operations during assigned 12-hour shifts in a 24/7 environment.
- Oversee incident intake, analysis, and escalation following ITIL procedures.
- Ensure adherence to service level agreements (SLAs).
- Maintain accurate shift logs and incident summaries.
- Mentor and evaluate Tier 1 personnel performance.
Required Qualifications
- 5+ years of NOC or Tier 1 support experience.
- CompTIA Network+ or ITIL v3 certification.
- Familiarity with monitoring and ticketing systems (e.g., SolarWinds, ServiceNow).