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Job Req ID:  17571

Enterprise Network Operations Center Supervisor


General Position Summary:

The Enterprise Network Operations Center (ENOC) Supervisor reports to the IT Network Manager, IT@JH Networking, Telecom, Data Center Planning, for IT@JH.  Responsibilities include the supervision of personnel as well as the overall operations of the Systems Operations Center, including the security and environmental aspects of the Data Centers. The Supervisor provides the technicians with the required support to ensure the correct monitoring of the customer IT environments and that all other related responsibilities are completed in compliance with the standard operating procedures. The Supervisor will also provide escalation support for the technicians to troubleshoot issues which may require the attention of higher level support personnel and management.  Must have excellent communications skills along with the ability to multitask in order to facilitate the resolution of multiple incidents at any given time.    


The Systems Operations Center incorporates activities for the Johns Hopkins Medical Institutions as well as Johns Hopkins University.  The Center utilizes multiple operating systems and hardware platforms.  The Supervisor is responsible for meeting established service level agreements with the JHH/JHU customer base and for the performance of the operations staff in meeting these service levels. Responsible for ensuring that the use and availability of the computing equipment is maximized and that all resources are utilized appropriately, so that service levels are met or exceeded.  Shift assignments and schedules may change and the position requires on call responsibility.  The Supervisor is considered ‘Essential Personnel’ and is expected to report to work during weather and other emergencies. 


Job Responsibilities:

The responsibilities listed below are typical examples of the work performed by this position.  Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.



  1. Interviews, hires, trains, develops, evaluates, directs, disciplines and terminates staff.
  2. Ensures all staff receives appropriate orientation, training and performance appraisals.
  3. Approves time and attendance through the Kronos system.
  4. Resolve assigned operational problems, monitor performance levels and make changes in procedures and controls as required.


  1. Develops/maintains personnel schedule to meet the needs of monitoring the designated data centers and network points of presence.
  2. Attends change meeting.
  3. Submits change requests.
  4. Updates documentation.
  5. Develops and maintains departmental SharePoint (documentation) site.



  1. Coordinate and respond to emergencies at offsite Data Centers.
  2. Maintain and support the operation of our production data center environments and networking points of presence.

                   3. Control employee and vendor access to Data Centers.

                   4. Coordinate facilities maintenance work in the Data Centers.

                   5. Maintain physical appearance of Data Center.


Required Education

  • High School Diploma/GED required. 
  • AA, BA, or BS degree with most credits in the area of Computer Science preferred.

Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula. 


Required Experience

  • Five or more years’ experience in a data center environment, with at least one year in a managerial or leadership position. 


Knowledge, Skills, & Abilities (KSA’s):

  1. Must possess all requisite knowledge, skills, and abilities as posted.
  2. Experience in planning and managing projects.
  3. Ability to analyze problem situations and react in a timely, reasonable, and businesslike manner. 
  4. Demonstrated ability to work collaboratively and solve complex technical problems, as well as plan and direct the work of a diversified staff in various environments.
  5. Advanced interpersonal skills to effectively interact with department heads, JH personnel, vendors, consultants, and provide a teamwork atmosphere.
  6. Capable of handling multiple tasks at one time.
  7. Excellent written and oral communication skills.
  8. Ability to prioritize conflicting demands.
  9. Ability to execute assigned tasks within established schedule.
  10. Ability to set goals and motivate staff.
  11. Builds relationships and fosters teamwork.
  12. Creates a learning environment.
  13. Demonstrates exemplary customer service skills.
  14. Ability to work effectively as a member of a team.
  15. Must be able to work during inclement weather.
  16. Must be available for on call duty.


Classified Title: Computer Operations Supervisor 
Working Title: Enterprise Network Operations Center Supervisor 
Role/Level/Range: ATO 40/E/03/OH 
Starting Salary Range: Commensurate with Experience
Employee group: Full Time 
Schedule: Monday through Friday; Day or Evening Shifts 
Exempt Status: Exempt  
Location: 02-MD:Mount Washington Campus 
Department name: 10003725-IT@JH Networking, Telecom and Data Ctr 
Personnel area: University Administration


The successful candidate(s) for this position will be subject to a pre-employment background check.


If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.


During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.


The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.


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