Team Lead - Secure 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 the 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. You will also leverage deep technical knowledge of broadband communications, configuration of network endpoints, and cloud-based applications used by customers to resolve complex customer issues escalated by Tier 1 customer support operators. 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 qualifications.

Key Job Responsibilities

• 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.

A Day in the Life

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.

Requirements

• Must be a U.S. citizen with active Secret or Top Secret clearance ; SCI eligible

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

• Also 3+ years of experience using AWS or equivalent cloud service management applications (i.e. CloudWatch, CloudTrail)

• Plus 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

• 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

Work Schedule

This position supports a rotating 8/5 shift schedule with eventual migration to 24/7. Candidates must be available to work nights, weekends, and holidays as required.

Benefits

Work/Life Balance

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 encourage wellness, healthy living, retirement investment, and lifetime learning.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. We also offer competitive compensation, benefits, and professional development opportunities. Please refer to our Benefits section for additional details.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds quarterly on the employee’s behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Stock Options

Because Northstrat is an employee-owned company, all new employees are offered stock options. Employees have the opportunity to receive additional stock options based on accomplishment of individual performance goals. Stock owners elect the Board of Directors and are directly impacted by the success of the company.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Join Our Talented Team

We hire the BEST employees and value each one. Since 2021, The Washington Post has recognized Northstrat among its "Top Workplaces". We think that your friends and family will like it here too, so we offer employee referral incentives.

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status or other legally protected status.