Network Operations Center (NOC) Shift Lead (1094) - Department of Technology

IMPORTANT: Applicants must complete this required Supplemental Questionnaire in addition to submitting an application. The questionnaire must be completed by no later than the application deadline of October 26, 2026 at 11;59pm. Please note: If you are coming across this announcement outside of the SF Careers website, you must apply directly on the SF Careers site. At this point, you should be able to view the Supplemental Questionnaire link.

• Application Opening: Wednesday, October 21, 2026

• Application Deadline: Apply Immediately.   Please submit your application by 11:59pm on Monday, October 26, 2026.

• Salary Range : $133,198 and $165,022 annually ( click here to learn more)

• Appointment Type : Temporary Provisional, Full Time . A provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment. Provisional appointments may not exceed three (3) years.

• Work Location: 1 South Van Ness, San Francisco, CA 94103

• Working Arrangement:     The department supports a hybrid work schedule in compliance with City & County of San Francisco policies on remote work.

About the Department of Technology

Are you ready to make an impact in one of the most innovative cities? The San Francisco Department of Technology (DT) is looking for passionate IT professionals to help shape the future of technology in San Francisco! As the centralized technology services provider for the City and County of San Francisco (CCSF), DT delivers critical infrastructure and services to over 33,000 employees—supporting public safety, municipal broadband, cybersecurity, cloud solutions, and more! With a $170M+ annual budget and a team of 300+ experts, DT is leading the charge in digital transformation. DT provides services through our core areas of IT Excellence:

• IT Project Management Office

• Enterprise Application Services

• Cloud Center of Excellence

• IT Operations and Support including the Service Desk and NOC

• City Infrastructure including the Network, Telcom and Data Centers

• Office of Cybersecurity including Cyber Defense, Identity Management and Disaster Recovery

• Public Safety Systems and Municipal Broadband Fiber

• SFGovTV Broadcasting Services

• IT Finance and Administration Services

• Emerging Technologies

Why Join Us?   Innovative & impactful work at DT, you won’t just work on IT—you’ll power a city. Your expertise will directly impact the residents of San Francisco, from closing the digital divide to ensuring secure, efficient city operations.

Benefits of Working for CCSF :  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Competitive pay, benefits, and retirement options.

• Career growth opportunities through training, internal mobility, and subsidized education

• Diverse work environment in a diverse city

Join the team that’s shaping the future of technology in San Francisco. Apply today and be part of a dynamic, innovative, and mission-driven IT team!

The 1094 Network Operations Center (NOC) Operations Shift Lead reports to the NOC Manager of the Customer Support Services Division at DT performing as a shift lead, supporting NOC functions and staff. The position contributes to and ensures DT protocols for incident, request, problem and change management, are followed. The position also ensures the operational integrity of the DT's network, platform, and application monitoring systems throughout the City and County San Francisco enterprise and data center locations. The 1094 NOC Operations Lead will perform these tasks using various network management tools, internal ticketing systems, reporting systems, monitoring consoles and staff. The 1094 NOC Operations Lead also serves as a point for communications between internal and external customers, engineering teams, management and others as needed during incident and change events which may affect City production platforms, applications and services. The 1094 NOC Operations Lead will ensure coverage for his assigned shift and work closely with the NOC Manager and other NOC Shift Leads to ensure a high level of service quality.

Essential duties include, but are not limited to, the following:

• Perform and support Network and Application Systems monitoring for an extensive range of hardware platforms, operating systems, databases, applications, services and technologies.

• Provide and facilitate Incident, Request, and Change Management protocols.

• Develop and facilitate SLA/OLA and service metric reporting for the NOC and DT service areas monitored by NOC systems.

• Facilitate Incident and Problem Management with NOC staff

• Assist and facilitate basic troubleshooting of infrastructure and application service platforms

• Perform Help Desk functions and facilitate tiered troubleshooting of infrastructure and application service platforms; escalate complex issues appropriately.

• Facilitate real time communications for change and incident management through established DT communication channels

• Provide a strong customer service focus; facilitate communications between technical teams and clients to ensure clarity and timely resolution.

• Ensure shift coverage and facilitate off-hour support; coordinate staffing continuity as needed.

• Assist the NOC Manager by providing input for staff performance reviews; mentor and guide NOC staff on procedures and tools.

• Administer SolarWinds/ZABBIX (and related monitoring tooling), including configuration, alert threshold tuning, and integrations supporting NOC monitoring.

• Work closely with the NOC Manager to develop and document protocols and procedures

• Develop and document NOC protocols, procedures, and runbooks; utilize and maintain MS SharePoint document portals and resources.

• Provide and facilitate ITSM processes, including Incident, Request, Change, and Problem Management; lead real-time communications via established DT channels.

Education:  Requires an associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field]. AND

Experience : Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment, three (3) of which must include Customer Support Management Experience and Systems Administrator Technical Lead Experience.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.

Substitution:  Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco's 1090 IT Operations Support Training Program may substitute for the required education.

Desirable Qualifications :  .

• Bachelor’s degree in Computer Science, Information Systems, or a closely related field; or an equivalent combination of education and experience.

• Experience in a Network Operations Center (NOC) or large‑scale enterprise operations environment.

• Customer service–oriented communicator able to translate technical information for both technical and non‑technical audiences; strong written and verbal communication skills.

• Prof