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Full-timeDescriptionTerms: Fulltime, onsite position.
About Chartis Federal
Chartis Federal is a premier systems engineering and integration firm specializing in mission-critical IT and communications solutions for law enforcement, homeland security, and defense. As a trusted prime contractor with over $160 million in task order awards, we operate across 22 states and support essential government missions worldwide.Our commitment to excellence has fueled our year-over-year growth, earning us recognition twice as a Washington Technology FAST 50 company and securing a place on the Inc.
5000 list for five consecutive years. At Chartis Federal, our mission is clear: keeping heroes safe and connected—on the battlefield, on the border, and in our backyards.
Position Overview
The Wireless Network Operations Center (WNOC) Lead is responsible for overseeing and coordinating the activities of the WNOC team supporting Cellular Over-the-Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR) systems. This role ensures effective scheduling, operational coverage, and performance of wireless network support services. The WNOC Lead serves as the primary point of contact for government stakeholders and customers requesting technical assistance and provides leadership in staff training, performance monitoring, and operational reporting.This position requires strong leadership, a solid technical foundation in wireless network operations, and the ability to manage support functions in a dynamic 24/7 environment.
Duties and Responsibilities
- Coordinate and manage staff scheduling to ensure continuous wireless network operations support coverage.
- Serve as the lead point of contact (POC) for government and customer inquiries requiring technical assistance or issue resolution.
- Provide Incident Telephone Support, ensuring timely and professional response to all incoming calls related to network incidents or service interruptions.
- Oversee day-to-day WNOC operations supporting COTHEN and LMR systems, ensuring consistent performance and adherence to SLAs.
- Facilitate training for new contract staff, including onboarding, system familiarization, and process adherence.
- Monitor ticket queues, track issue resolution, and ensure timely escalation to higher-tier support as needed.
- Compile and maintain daily, weekly, and monthly operational reports derived from ticketing systems and network databases.
- Ensure accurate documentation of incidents, troubleshooting steps, and resolutions in the ticketing system.
- Collaborate with network engineers, system administrators, and program leadership to address network performance and reliability issues.
- Identify opportunities for process improvement, automation, and enhanced reporting accuracy.
- Maintain clear communication with technical teams and stakeholders to ensure operational transparency and customer satisfaction.
Requirements
- Bachelor’s degree in Management Information Systems, Computer Science, Engineering, IT, Networking, Telecommunications, or a related technical field (or equivalent experience).
- Minimum of five (5) years of relevant experience in Tier 1 or wireless network support operations.
- Strong understanding of network fundamentals, including TCP/IP, routing protocols, network topology, and wireless communication systems.
- Hands-on experience with network monitoring tools, ticketing systems, and database-driven reporting.
- Excellent analytical and problem-solving skills with the ability to diagnose and resolve network issues efficiently
- Effective communication and interpersonal skills for interaction with customers, government representatives, and technical teams.
Preferred
- Relevant certifications such as ITIL v3, CompTIA, or Cisco CCNA.
- Experience supporting COTHEN, LMR, or other large-scale wireless communication networks.
- Strong organizational skills with the ability to manage competing priorities and lead teams in a 24/7 operational environment.
- Familiarity with IT service management (ITSM) frameworks and reporting best practices.
Why Join Chartis Federal?
We offer a competitive compensation and benefits package, including:
- Comprehensive health insurance (medical, dental, vision)
- Retirement plans with company contributions
- Professional development opportunities and career growth support
- A dynamic and collaborative work environment where your contributions are valued
At Chartis Federal, we believe in fostering a culture of excellence, integrity, and innovation while supporting critical national security missions. Join us in shaping the future of government contracting and national security solutions.
