Watch Team Supervisor

Overview

CommIT Enterprises, Inc. is seeking a Watch Team Supervisor to join the team in
Kansas City, MO
. The Watch Team Supervisor is responsible for leading a team of analysts providing 24x7x365 real-time monitoring, analysis, and event/incident response for the Client’s Enterprise Network. In addition to core watch operations, the Supervisor oversees and coordinates the team's weekend operational expansion, which includes providing Service Desk support to both internal and external customers.

The Supervisor coordinates directly with client leadership to align priorities, manages support coverage, ensures efficient ticket handling/workflow, and provides technical guidance, training, and mentorship to team members. The ideal candidate will drive the team’s utilization of IT service management (ITSM) and event monitoring tools (such as BMC Remedy, Solar Winds, and HP event management systems) to maintain continuous mission readiness, resolve complex incidents, and deliver executive-level briefings.

Your essential job functions will include but may not be limited to-

• Monitor, detect, and take immediate action on events and incidents as they occur on the network, identifying problems and initiating corrective actions.
• Oversee and assist the team in executing weekend Helpdesk support via phone, web-interface, email, and in-person interactions for both unclassified and classified services.
• Manage the entire lifecycle of service requests, including incident detection, triage, escalation, troubleshooting, verification, and closure.
• Collaborate with client IT teams to escal
• Verify resolution with customers before closing tickets, ensuring comprehensive Post-Incident Reports are generated when service outages occur.
• Maintain daily turnover logs, compile weekly/monthly service desk metrics, and publish historical performance data on government-designated sites.
• Serve as an action officer and provide executive-level Watch Team briefings and Situation Reports on behalf of the client as needed.
• Ensure Watch Team personnel are properly trained and up to date on Battle Staff procedures.

• Coordinating with client leadership to identify priorities and ensure team priorities are aligned accordingly.
• Supervise, mentor, and lead the Battle Team Watch Analysts, offering technical guidance, training, and constructive performance feedback.
• Coordinate support coverage and ensure proper daily support is available.
• Monitor job queues and ensure that all tasks are completed efficiently and in a timely manner. Ensure efficient ticket handling and consistent workflow.
• Access workflows and tasks, identify areas for improvement, and provide those recommendations to the client.
• Identify solutions when issues arise. Mediate conflicts between team members and help find middle ground.
• Provide weekly reports to the Program Manager in accordance with support requirements.
• Provide input to monthly reports in accordance with support requirements.
• Evaluate team members’ performance, offer constructive feedback, and address any issues that arise.
• Assist with reviewing and assessing qualifications of potential candidates.

Required Experience, Certifications, and

Education:

• Required
  
  Certifications:
  
  IAM Level I (CAP, CND, Cloud+, GSLC, or Security+ CE, HCISPP)
• At least 5 years of demonstrated experience working on an operations staff, assisting the Watch Team Lead in gathering information, tracking incidents, and assisting with reports as required.
• Background in IT business processes and cyber incident response.
• 5 Years related Watch Analyst experience.
• Proficiency with ITSM tools such as BMC Remedy, SharePoint, and event management systems.
• Knowledge of troubleshooting methodologies for networking, servers,…