POSITION OVERVIEW
A NOC Lead ensures the continuous availability, performance, security, and operational integrity of enterprise IT services and infrastructure. They coordinate people, processes, tools, and vendors to detect, resolve, and prevent issues that could impact mission, business, or customer operations. They drive operational excellence through incident management, service restoration, process improvement, workforce leadership, and adherence to service level and organizational objectives.
ROLES & RESPONSIBILITIES
Operations Management
- Monitor the health, availability, and performance of networks, systems, applications, and infrastructure.
- Ensure 24x7x365 operational coverage and shift readiness.
- Manage escalations and coordinate response activities across technical teams.
- Oversee change implementation and maintenance activities.
- Maintain operational awareness of all active incidents, outages, and risks.
Incident and Problem Management
- Lead major incident response and service restoration efforts.
- Prioritize and coordinate troubleshooting activities.
- Ensure incidents are documented, tracked, and resolved within SLA requirements.
- Conduct root cause analysis (RCA) reviews.
- Identify recurring issues and drive corrective actions.
Team Leadership
- Supervise and mentor NOC analysts and engineers.
- Manage shift handoffs and workload distribution.
- Ensure adherence to standard operating procedures (SOPs).
- Provide coaching, training, and performance feedback.
- Participate in hiring, onboarding, and workforce planning.
Service Delivery & Customer Support
- Serve as the primary operational point of contact for customers and stakeholders.
- Communicate service impacts, outages, and restoration status.
- Ensure compliance with SLAs, OLAs, and contractual requirements.
- Prepare operational reports, metrics, and dashboards.
- Coordinate with vendors, carriers, and external support organizations.
Process & Continuous Improvement
- Develop and maintain operational procedures and knowledge articles.
- Improve monitoring, alerting, and automation capabilities.
- Analyze operational metrics and trends.
- Drive process maturity and operational efficiency initiatives.
- Support audits, cybersecurity requirements, and compliance activities.
REQUIRED TECHNICAL QUALIFICATIONS
- Enterprise network technologies: TCP/IP, DNS, DHCP, routing, switching, firewalls
- Windows and Linux server environments
- Cloud platforms (AWS, Azure, or Google Cloud) — preferred
- Monitoring and management tools: SolarWinds, PRTG, Nagios, LogicMonitor, Dynatrace, Splunk, or ServiceNow
- IT Service Management (ITSM) processes including Incident, Problem, Change, and Knowledge Management
Technical Environment
Microsoft | Linux | Splunk | Ansible | Tenable | GEMS
EXPERIENCE
- 5–10 years of IT operations, network operations, systems administration, or service desk experience
- 2–5 years of experience leading technical teams, shifts, or operational environments
- Experience supporting 24x7x365 operations
- Experience managing incidents, outages, escalations, and service restoration activities
- Experience working within SLA-driven environments
EDUCATION
Years of hands-on experience are weighted more heavily than formal degrees. Relevant certifications (e.g., CompTIA Network+, ITIL, Cisco CCNA/CCNP) and demonstrated expertise in NOC or enterprise operations environments are valued.
HOW SUCCESS IS MEASURED
Performance in this role will be evaluated against operational and leadership KPIs defined and reported quarterly to contract leadership, including:
- Metrics: Defined quarterly, measured consistently, and reported to contract leadership.
- Team Leadership: Strong team performance, low turnover, and demonstrated success in mentoring and developing analysts.
- Collaboration & Communication: Efficient cross-department coordination, clear stakeholder reporting, and high confidence from mission partners.
- Continuous Improvement: Ongoing process creation and optimization, successful post-incident reviews, and measurable operational gains.
IMPORTANT NOTICES TO APPLICANTS
Drug Testing & Background Investigation
Prospective applicants are hereby notified that pre-employment drug testing for the absence of illegal drugs as defined in 10 CFR 707.4 will be conducted by the employer. A background investigation by the Federal government may be required to obtain an access authorization prior to employment, and subsequent reinvestigations may be required.
Counterintelligence Evaluation — 10 CFR Part 709
This position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR Part 709. Applicants are advised that successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination as a condition of employment.
Equal Employment Opportunity
This position and all hiring decisions will be made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Federal Contractor Compliance
As a federal contractor, Intrinsic Resolution, LLC complies with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA). No disability-related inquiries will be made prior to a conditional offer of employment, except as permitted by applicable law.
Employee Rights Under the NLRA
As a federal contractor, the Company complies with Executive Order 13496 and informs employees of their rights under the National Labor Relations Act (NLRA). Information regarding these rights is available at the workplace and from the National Labor Relations Board.
Service Contract Labor Standards (SCLS)
This position is covered by the Service Contract Labor Standards (SCLS). Compensation and fringe benefits will be provided in accordance with the applicable U.S. Department of Labor wage determination and any applicable collective bargaining agreement.
Pay: $84.00 - $91.35 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Experience with any of these monitoring tools: Solarwinds, Splunk, Dynatrace, LogicMonitor
Experience:
- IT Operations: 5 years (Required)
- Network Operations: 5 years (Required)
- Leading Technical Teams: 2 years (Required)
- managing incidents, outages, and escalations: 2 years (Required)
- working within SLA driven environment: 3 years (Required)
- Windows and Linux environment: 3 years (Required)
- ITSM processes: 2 years (Required)
- Monitoring and management tools: 3 years (Required)
Security clearance:
Ability to Commute:
- Washington, DC 20585 (Required)
Work Location: In person
