GNOC Supervisor

The GNOC Supervisor is responsible for overseeing daily operational activities across multiple GNOC functional areas to ensure continuity of mission critical healthcare IT services for the Defense Health Agency (DHA). This role provides direct supervision, technical guidance, and operational oversight across Major Incident Management (MIM), Problem Management, Enterprise Monitoring, and Communications Cell support functions, ensuring 24x7 readiness and rapid response to service interruptions impacting global healthcare operations.

The GNOC Supervisor serves as a central coordination point for enterprise‑level operational activities, ensuring accurate situational awareness, authoritative reporting, and consistent communication to DHA leadership, mission partners, and key stakeholders. This role drives cross team alignment, ensures execution of standardized operating procedures, and champions continual service improvement efforts across the GNOC.

Leveraging ITSM tools such as ServiceNow, Splunk, dashboards, and ITIL aligned processes, the GNOC Supervisor ensures that incident response, escalation, documentation, and operational reporting meet enterprise requirements and support rapid service restoration.

Responsibilities

• Deliver effective daily leadership and supervision across GNOC operational functions, encompassing Major Incident Management (MIM), Problem Management, Enterprise Monitoring, and Communications Cell support.
• Ensure GNOC communications, escalations, and reports provide clear support for senior leaders and enterprise decision-makers.
• Lead coordinated response efforts for major service interruptions, unifying operational silos and ensuring consistent tracking, documentation, and enterprise‑wide visibility.
• Serve as a primary operational liaison to GNOC and GNOB leadership, providing subject‑matter expertise across ITSM practices, operational readiness, and service disruption management.
• Oversee the execution of enterprise notification processes, executive dashboards, MI/Outage analytics, and daily operational briefings to maintain situational awareness across DHA operations.
• Collaborate with GSC, NSOC, Major Incident Management, Problem Management, Enterprise Monitoring, and external partners to drive alignment and strengthen enterprise response capabilities.
• Coordinate operational support for DHA deployment initiatives (e.g., MHS GENESIS Go‑Lives, O365 deployments), ensuring GNOC readiness and integration with field activities.
• Ensure GNOC teams properly document troubleshooting actions, root cause findings, downtime notifications, and MI/Problem Records within ServiceNow.
• Lead continual service improvement activities, leveraging trend analysis, operational performance metrics, and enterprise feedback to enhance GNOC processes.
• Manage contract deliverables, team performance, operational schedules, training, evaluations, and personnel administration in support of GNOC mission requirements.
• Provide executive‑level briefings, summaries, situational reports, and leadership updates during major service interruptions and enterprise operational events.
• Support enterprise partners including VA, USCG, DISA, DHMS, and IOWG through clear communication, cross‑agency coordination, and unified operational reporting.

Required Qualifications:

• 6 years’ experience, may have experience as Lead, Supervisor or Manager.
• Proven experience leading IT service delivery support teams, developing various data analytics and operational performance reports.
• Able to obtain ADP II Public Trust
• Must be US Citizen
• ITIL4 Foundations Certified required.
• Proven experience with ServiceNow mandatory or other ITSM ticketing systems
• Must be able to work in a fast paced & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Familiar with IT and Service Desk support methodology alignment with Industry Standards.
• Ability to deliver executive presentations, executive summaries and after action reports.
• Excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management.
• Knowledge of and ability to apply ITIL4 practices.
• Experience with ITSM solutions
• Proven problem coordination and previous knowledge conducting root cause analysis with effective root cause determination skills

Preferred:

• Bachelors degree with 6 years experience. 
• PMP preferred