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Job Description
Join our fast-growing team where your work matters, your ideas are valued, and your career can grow.
ABOUT ZENTRO
Zentro is the largest independent MDU-focused internet service provider in the United States outside of Florida, delivering industry-leading internet solutions for over 120,000 subscribers across 20 major metros. We specialize in multi-gig connectivity and managed Wi-Fi for residents, multifamily communities, hospitality, and businesses across our growing footprint.
Our carrier-grade, fiber-powered network provides symmetrical 10 Gig speeds, unthrottled data, and ultra-low latency – engineered for resilient performance and scalability. Zentro’s tailored solutions and local support enable property owners and business partners to stand out in competitive markets while delivering a best-in-class internet experience
WHY WORK FOR US
At Zentro, we know our people make the difference. Every role contributes to keeping communities connected, and we value the initiative, ideas, and energy our employees bring each day. Whether you’re in the field, on the phones, or driving innovation behind the scenes, you’ll be part of a team that’s passionate about continuous improvement, teamwork, and delivering customer-first service.
As we continue to grow nationwide, many of our roles are remote, while others are based in the markets we serve. No matter where you work, you’ll find a culture that encourages collaboration, rewards results, and gives you room to make an impact.
If you’re looking for a place where your work is meaningful and your contributions get noticed, you may be ready to become a Zentro Pro.
Zentro Internet
Network Operations Center (NOC) Supervisor
Department: Network Operations
Reports To: Director of Network Operations / VP Engineering & Operations
Location: Hybrid / Remote (as approved)
Classification: Full-Time, Exempt
Position Summary
The Network Operations Center (NOC) Supervisor is responsible for the day-to-day leadership, performance, and operational effectiveness of Zentro's 24x7 Network Operations Center. This position oversees NOC Team Leads and NOC Technicians while ensuring the timely monitoring, troubleshooting, escalation, communication, and resolution of network events affecting customers and critical infrastructure.
The NOC Supervisor serves as the operational leader responsible for network availability, incident response, operational efficiency, workforce development, and cross-functional collaboration. This role partners closely with Engineering, Field Services, Customer Support, Project Engineering, Sales Engineering, and third-party vendors to continuously improve service delivery, operational processes, and customer experience.
The ideal candidate combines strong leadership skills, operational discipline, technical knowledge, and a continuous improvement mindset to support Zentro's rapidly expanding national broadband network.
Essential Duties and Responsibilities
Leadership & Personnel Management
Network Operations Management
Cross-Department Collaboration & Operational Efficiency
Process Improvement & Operational Excellence
Reporting & Performance Management
Vendor & Third-Party Management
Required Qualifications
Preferred Qualifications
Key Performance Indicators (KPIs)
The NOC Supervisor will be measured on:
Operational Performance
Physical & Work Requirements
Position Success Profile
A successful NOC Supervisor at Zentro is a proactive leader who not only manages network operations but continuously improves how teams work together. This individual drives accountability, operational excellence, process standardization, and cross-functional collaboration while ensuring the highest levels of network reliability and customer satisfaction across Zentro's national broadband footprint.
What We Offer
Network Operations Center (NOC) Supervisor
Department: Network Operations
Reports To: Director of Network Operations / VP Engineering & Operations
Location: Hybrid / Remote (as approved)
Classification: Full-Time, Exempt
The Network Operations Center (NOC) Supervisor is responsible for the day-to-day leadership, performance, and operational effectiveness of Zentro's 24x7 Network Operations Center. This position oversees NOC Team Leads and NOC Technicians while ensuring the timely monitoring, troubleshooting, escalation, communication, and resolution of network events affecting customers and critical infrastructure.
The NOC Supervisor serves as the operational leader responsible for network availability, incident response, operational efficiency, workforce development, and cross-functional collaboration. This role partners closely with Engineering, Field Services, Customer Support, Project Engineering, Sales Engineering, and third-party vendors to continuously improve service delivery, operational processes, and customer experience.
The ideal candidate combines strong leadership skills, operational discipline, technical knowledge, and a continuous improvement mindset to support Zentro's rapidly expanding national broadband network.
Leadership & Personnel Management
- Directly supervise NOC Team Leads and NOC Technicians.
- Provide coaching, mentoring, and performance management for NOC personnel.
- Conduct performance evaluations, career development planning, and ongoing employee training.
- Assist with recruiting, interviewing, hiring, onboarding, and retention of NOC staff.
- Develop and maintain staffing schedules to ensure proper 24x7 operational coverage.
- Promote a culture of accountability, professionalism, teamwork, and customer service.
- Ensure adherence to company policies, operational standards, and escalation procedures.
- Manage shift handoffs and maintain operational continuity between teams.
- Oversee real-time monitoring and operational support of Zentro's nationwide network infrastructure.
- Ensure timely triage, escalation, communication, and resolution of service-impacting events.
- Coordinate incident response activities during network outages and major service disruptions.
- Serve as the primary operational escalation point for critical incidents.
- Coordinate with internal teams and external vendors during outage restoration efforts.
- Review and ensure accuracy of incident documentation, outage reports, and customer communications.
- Monitor operational performance and ensure compliance with service level objectives.
- Participate in an on-call escalation rotation as required.
- Partner with Field Services, Engineering, Customer Support, Project Engineering, Sales Engineering, and other departments to improve operational effectiveness and customer experience.
- Develop and maintain operational standards, workflows, and best practices that drive consistency across the organization.
- Identify opportunities to streamline processes, reduce operational bottlenecks, and improve service delivery.
- Collaborate with Field Services leadership to improve dispatch accuracy, maintenance scheduling, technician utilization, and escalation procedures.
- Drive initiatives to reduce unnecessary truck rolls through improved remote diagnostics, troubleshooting, and operational procedures.
- Lead cross-functional efforts to identify recurring operational issues, determine root causes, and implement long-term corrective actions.
- Facilitate regular operational review meetings with key stakeholders to improve communication, accountability, and organizational alignment.
- Support change management initiatives and ensure operational readiness for new products, technologies, and network deployments.
- Promote collaboration between departments to improve efficiency, reduce costs, and enhance overall operational performance.
- Develop, document, maintain, and enforce NOC operational procedures and standards.
- Drive continuous improvement initiatives focused on (not limited to):
- Network Availability
- Mean Time to Detect (MTTD)
- Mean Time to Restore (MTTR)
- Dispatch Efficiency
- Customer Experience
- Operational Scalability
- Support implementation and enhancement of monitoring and management platforms including Zabbix and other operational tools.
- Identify automation opportunities that improve operational efficiency and reduce manual effort.
- Conduct post-incident reviews and root cause analyses (RCA) following major outages.
- Ensure lessons learned are documented and corrective actions are implemented.
- Develop and maintain operational scorecards, dashboards, and KPI reporting.
- Track and report on key operational metrics including:
- Network Availability and Network Health
- Incident Response Time
- MTTR
- Escalation Compliance
- Ticket Backlog
- Technician Productivity
- Vendor Performance
- Dispatch Efficiency
- Outage Reporting Accuracy
- Prepare weekly, monthly, and quarterly operational reports for leadership.
- Analyze operational trends and recommend corrective actions and process improvements.
- Coordinate with transport providers, carriers, utility companies, and service partners during service-impacting events.
- Escalate and manage third-party outages and maintenance activities.
- Monitor vendor performance and ensure compliance with service expectations.
- Participate in vendor review meetings and operational performance assessments.
- 5+ years of experience in a Network Operations Center, ISP, telecommunications, or managed services environment.
- 2+ years of leadership or supervisory experience managing technical teams.
- Strong understanding of network operations, incident management, and service restoration processes.
- Experience managing personnel in a 24x7 operational environment.
- Working knowledge of:
- TCP/IP Networking
- Routing & Switching
- BGP
- MPLS
- Fiber Networks
- Fixed Wireless Networks
- DOCSIS Networks
- Optical Transport Technologies
- Experience with network monitoring and management platforms.
- Strong organizational, communication, and leadership skills.
- Ability to effectively manage multiple priorities in a fast-paced operational environment.
- Experience within a broadband ISP, fiber provider, or telecommunications carrier.
- Experience with Zabbix, Sonar, Jira, and ITSM platforms.
- JNCIA, JNCIS, CCNA, CCNP, or equivalent industry certifications.
- Experience supporting multi-state or geographically distributed network operations.
The NOC Supervisor will be measured on:
Operational Performance
- Network Availability
- Mean Time to Detect (MTTD)
- Mean Time to Restore (MTTR)
- SLA Compliance
- Escalation Compliance
- Employee Development
- Training Completion
- Schedule Adherence
- Employee Retention
- Dispatch Reduction
- Repeat Incident Reduction
- Ticket Backlog Management
- Process Improvement Initiatives
- Cross-Department Efficiency Improvements
- Outage Communication Accuracy
- Customer Impact Reduction
- Service Restoration Effectiveness
- Ability to work in a 24x7 operational environment.
- Ability to participate in after-hours escalation and on-call rotations.
- Ability to sit for extended periods while monitoring systems and coordinating operational activities.
- Occasional travel may be required to support company initiatives, training, or operational reviews.
A successful NOC Supervisor at Zentro is a proactive leader who not only manages network operations but continuously improves how teams work together. This individual drives accountability, operational excellence, process standardization, and cross-functional collaboration while ensuring the highest levels of network reliability and customer satisfaction across Zentro's national broadband footprint.
What We Offer
- Competitive base salary ($80K–$90K)
- Comprehensive benefits package, including health, dental, and retirement plans.
- Opportunity to work with a dynamic team in a growing industry.
- Ongoing training and professional development opportunities.
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