Team Lead Tier II Repair in Concord, Massachusetts at New Horizons Communications

Join Our Growing Team at NHC - A Telecommunications Innovator!

Are you ready to be a vital part of a dynamic team in the telecommunications industry? NHC, a leading provider of innovative solutions to customers, is expanding its team and is seeking a dedicated Team Lead – Network Operations Center to join us on our exciting journey. This is a second shift (12PM-9PM) position with location flexibility.

About Us

NHC is at the forefront of telecommunications, delivering cutting-edge technology solutions to our nationwide customer base. Headquartered in Concord, MA, with an additional office in Fairport, NY, we are on a steady growth trajectory thanks to our strategic partnerships with top technology service distributors and advisors.

Position Overview
The NOC Team Lead serves as both a technical resource and a frontline leader, responsible for guiding daily NOC operations while ensuring exceptional service delivery to our customers. This individual will lead and mentor NOC technicians, coordinate response efforts during network incidents, and serve as the primary escalation point for complex technical issues.

Success in this role requires strong leadership, sound decision-making, excellent communication skills, and the ability to maintain team performance in a fast-paced, high-pressure environment. The Team Lead works closely with management to drive accountability, improve operational efficiency, and foster a culture of continuous improvement.

Key Responsibilities

• Leadership & Team Development
  • Provide day-to-day leadership, coaching, and guidance to NOC technicians.
  • Foster a culture of accountability, professionalism, teamwork, and customer service excellence.
  • Assist with onboarding, training, and ongoing development of team members.
  • Monitor technician performance and workload distribution to ensure operational efficiency.
  • Lead by example through strong technical expertise, communication, and problem-solving skills.
• Operational Management
  • Oversee daily NOC activities, ensuring timely response and resolution of incidents and service requests.
  • Monitor ticket queues, escalations, outages, and service-impacting events.
  • Coordinate resources and priorities during critical incidents to minimize customer impact.
  • Ensure adherence to established processes, procedures, and service level agreements (SLAs).
  • Identify opportunities for process improvements and operational efficiencies.
• Technical & Customer Support
  • Serve as the primary escalation point for complex technical issues and customer-impacting incidents.
  • Troubleshoot and resolve network-related issues involving routing, switching, firewalls, and carrier services.
  • Communicate effectively with customers, carriers, vendors, and internal teams regarding service status and resolution efforts.
  • Maintain accurate documentation of incidents, troubleshooting steps, and customer interactions.

Qualification Requirements

• Leadership Requirements
  • Demonstrated leadership experience in a Network Operations Center (NOC), Help Desk, Managed Services, or similar technical support environment.
  • Strong ability to motivate, mentor, and develop team members.
  • Proven experience managing priorities and making sound decisions in high-pressure situations.
  • Excellent organizational, communication, and interpersonal skills.
• Technical Requirements
  • 2+ years of experience in a NOC, Help Desk, Managed Services, or network support environment.
  • Solid understanding of network topology, routing and switching, subnetting, IP addressing, firewalls, and related networking concepts.
  • Experience troubleshooting data network services and coordinating issue resolution with carriers and vendors.
  • Proficiency with ticketing systems, monitoring platforms, and data management tools.
• Preferred Qualifications
  • Experience with Juniper, Cisco, Edgewater/EdgeMarc, Cradlepoint, Peplink, or Ciena equipment.
  • Previous experience serving as a lead technician, senior technician, supervisor, or team lead.
  • Telecommunications industry experience preferred.

SALARY & BENEFITS

This is a full-time position requiring 40 hours per week, Monday through Friday. The expected salary range for this role is $55,000 – $70,000 per year. This range represents our good faith estimate at the time of posting. Final salary offers are determined by a candidate's specific experience, skills, and qualifications. We also offer a generous benefit package that includes Health, Life, Dental, and 401K with company match.

Why NHC?

We are a family oriented high growth organization with a collaborative and inclusive work culture focused on innovation and teamwork. NHC welcomes diverse talent and is an equal opportunity employer.