Reed Smith LLP · 3 days ago
Network Operations Center Supervisor - (Hybrid Schedule)
Pittsburgh, PA
Full-time
Hybrid
Senior Level
$102K/yr - $117K/yr
5+ years expReed Smith LLP is a dynamic international law firm dedicated to helping clients move their businesses forward. The Network Operations Center (NOC) Supervisor is responsible for overseeing the day-to-day work of the NOC Technicians, ensuring operational performance, and serving as the primary escalation point for network-related incidents.
ConsultingLegalProfessional ServicesAdvice
Responsibilities
Monitor a 24/7/365 global environment using enterprise monitoring tools to proactively identify and respond to alerts that may impact system availability or performance
Serve as the primary escalation point for internal teams, vendors, and support personnel to minimize service interruptions
Oversee daily work of Network Operations Center Technicians, ensuring effective scheduling, performance monitoring, and accurate documentation. Guide team members, coordinate responsibilities, and support team development through knowledge-sharing and coaching, all while aligning with leadership. Prepare and deliver performance evaluations and provide input on compensation recommendations in coordination with the Senior Manager
Participate in interviewing and candidate selection processes for NOC Technician roles
Use established communication tools (O365, SharePoint, SendWordNow) to deliver timely and accurate messaging to end users, technical teams, and senior leadership. Facilitate incident bridges and conference calls, drive issue resolution, and ensure appropriate documentation
Use Independent judgment and discretion to address network issues across data centers, office locations, and cloud environments in collaboration with service providers and onsite teams
Support network hardware including LAN/WAN circuits, wireless infrastructure, and APC equipment via Struxureware. Provide input on current and future APC equipment needs, including maintaining a hardware refresh schedule
Perform troubleshooting and maintenance across Windows and Linux environments, including patching and remediation
Use discretion and independent judgment to make decisions regarding security related events using appropriate tools and escalating communications when needed
Support IT initiatives such as site refreshes, office openings, and hardware replacements in coordination with onsite teams. Provide Tier 1 and Tier 2 systems support and serve as an escalation point for the IT Help Desk
Oversee incident management by ensuring accurate and timely creation, updating, and resolution of tickets with complete documentation. Conduct daily ticket reviews and provide coaching to improve follow-up and ticket quality
Execute environmental change control processes, including production and emergency changes. Represent the NOC during change review calls, ensure accurate change records, and validate that changes align with maintenance windows and business impact
Drive Problem Management by ensuring permanent fixes are implemented and escalated when delays occur, maintaining documentation within IT Alert workflows
Independently develop and maintain NOC and Change metrics using standard tools and platforms, ensuring data accuracy. Review monthly metrics to communicate performance trends, highlight successes, and identify improvement opportunities
May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities
Work holidays and weekends as needed
Perform other duties as assigned
Qualification
Required
Bachelor's Degree in Computer Science or Information Technology or equivalent work experience
Five years' experience in an IT Operations function in a large professional services environment preferred
Shift lead or supervisory experience required
Experience providing support to users and IT operations required
Experience coordinating with managed service providers to resolve infrastructure or systems issues
Prior exposure to enterprise environments involving data centers, cloud infrastructure, and server platforms (Windows/Linux) preferred
Familiarity with ITIL-based operational frameworks such as incident response, change management, and problem management
Strong technical skills across enterprise technologies including networking, security, virtualization, databases (e.g., SQL), and storage platforms
Proficiency with core enterprise systems and platforms, including Exchange, SharePoint, Citrix, mobile computing tools, and document management systems
Proficiency with cloud-based systems and enterprise monitoring tools such as SolarWinds
Ability to troubleshoot system performance issues and document resolutions accurately
Effective verbal and written communication skills, with the ability to actively listen and interact professionally with users, team members, and vendors
Customer service mindset with the ability to provide responsive technical support, while remaining flexible and adaptable in a fast-paced environment with shifting priorities and time-sensitive demands
Ability to manage multiple tasks, prioritize effectively, and meet established timelines while responding to a variety of user needs
Able to work independently and collaboratively, building strong relationships across teams and with external stakeholders to foster effective partnerships
Ability to learn and apply new technologies and processes
Strong problem-solving skills, with the ability to assess issues and determine appropriate next steps within defined troubleshooting and escalation procedures
Demonstrated ability to manage and guide junior team members through coaching, knowledge-sharing, and coordination of daily responsibilities
Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer use
Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities
Ability to communicate effectively
Ability to maintain attention to detail while analyzing complex information, managing multiple priorities, and applying sound judgment to strategic decisions
Ability to fulfill physical demands consistent with job duties, including bending, lifting up to a maximum of 75 pounds, and moving equipment or materials weighing up to 50 pounds, occasionally, as required
Ability to provide off-hours support and coverage, including evenings, weekends, and holidays, to support critical incidents or business needs
Ability to access, use, and safeguard confidential and sensitive information while performing job responsibilities in work environments that support confidentiality, privacy, and information security requirements
Preferred
Additional training/certification in relevant area of study strongly preferred
Five years' experience in an IT Operations function in a large professional services environment preferred
Prior exposure to enterprise environments involving data centers, cloud infrastructure, and server platforms (Windows/Linux) preferred
Experience in a law firm or other professional services environment preferred
Benefits
401(k) Retirement Plan
Medical Insurance
Health Savings Account (HSA)
Virtual Health Services
Dental Insurance
Vision Insurance
Accident Insurance
Hospital Indemnity Insurance
Critical Illness Insurance
Life Insurance
Short-Term Disability Coverage
Long-Term Disability Coverage
Flexible Spending Accounts (FSA)
Lyra Health Employee Assistance Program (EAP)
Paid Family Leave (for eligible Exempt and Non-Exempt staff)
College Savings Plan
Transportation Benefit
Back-up Child Care Services
College Coach Program
Pet Insurance
Paid Sick Time (for Exempt staff)
Paid Time Off (available to all full-time, non-temporary employees)
Company
Reed Smith LLP
At Reed Smith, everything we do is to apply our global experience in law to drive progress for our clients, for ourselves and for our communities.
1001-5000 employees
H1B Sponsorship
Reed Smith LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (8)
2023 (9)
2022 (6)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Casey Ryan
Global Managing Partner | Partner, Labor & Employment
Christopher Brennan
Partner
Recent News
2026-01-17
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