Job Title: Network Operations Center Supervisor

Department: Information Technology
Reports To: IT Infrastructure Management Team
FLSA Status: Exempt
Location: On-site, Grand Canyon University

Grand Canyon Education (GCE), formerly part of Grand Canyon University (GCU), became a separate entity in July 2018 following the Higher Learning Commissions approval of GCUs transition to nonprofit status. GCE continues to maintain a close partnership with GCU, and many GCE roles are based on GCUs main campus in Phoenix, Arizona.

The Information Technology department at Grand Canyon Education is seeking a full-time Network Operations Center (NOC) Supervisor to support the daily operations of its Network Operations Center. This position reports directly to the IT Sr. Manager and serves in a front-line supervisory capacity, providing direct oversight and coordination of NOC Technicians, but does not hold managerial authority over budget, staffing decisions, or strategic direction.

The NOC Supervisor is responsible for ensuring effective 24/7 network monitoring and incident response, performing mid-level fault management and configuration tasks, and supporting production systems. This role focuses on team leadership, shift scheduling, training, mentoring, and day-to-day task delegation. The NOC Supervisor may also assist with broader operations and data center activities as directed by the Sr. Manager.

Primary Responsibilities / Accountabilities / Essential Functions:

Supervise daily operations of the 24/7/365 Network Operations Center (NOC), ensuring consistent availability, monitoring, and performance of production networks and systems.

Lead, mentor, evaluate, and schedule NOC Technicians to ensure high-quality support, escalation response, and continuous professional development.

Monitor network and system health using internal and external tools, performing Tier 2 and Tier 3 analysis, fault resolution, and incident management.

Coordinate resolution of complex issues, ensure timely escalation, and maintain effective communication with customers, vendors, and internal stakeholders.

Support operational initiatives including system patching, account administration, infrastructure troubleshooting, and hardware replacement.

Equipment Used and Responsibility:

• Microsoft Office Suite (Word, Excel, Outlook, Teams)

• Network monitoring systems, incident tracking tools, and configuration management platforms

• Service Desk ticketing systems (e.g., ServiceDesk)

• Microsoft Active Directory and Forefront Identity Manager (FIM)

• Messaging platforms (Exchange, O365)

• Physical infrastructure such as servers, UPS systems, PDUs, and networking devices

Supervisory Responsibilities:

• Direct supervision of NOC Technicians

• Responsible for recruiting, onboarding, training, performance management, and scheduling

• Coordinates escalations, ensures quality of service, and provides leadership coverage for 24/7 operations

Experience / Education:

• Bachelors degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience

• 3+ years of IT operations experience, preferably in a network operations center or systems support role

• Demonstrated experience in network/system monitoring, incident response, and staff supervision

• Familiarity with both Windows and Linux server environments, patching, and infrastructure support

• Strong interpersonal, organizational, and communication skills

Physical Requirements:

• Sitting: 6-7 hours per day

• Standing: 1-2 hours per day

• Walking: 1-2 hours per day

• Lifting: Occasionally (up to 50 lbs)

• Carrying: Rarely

• Pushing: Rarely

• Bending: Rarely

• Squatting: Rarely

• Kneeling: Rarely

• Climbing: Rarely

• Reaching: Occasionally

• Grasping: Frequently

• Fine Eye to Hand Coordination: Continuously

• Driving: Rarely (requires valid drivers license)

Work Environment: Work is performed primarily indoors in an on-site office setting. The environment may include exposure to fluctuating temperatures, equipment noise, and occasional dust due to data center activities.