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 escalate 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. 

• 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 US government secret clearance

• Must have 3+ years of experience in a technical support or network operations environment 

• 1+ years 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 encour