Supervisor Command Center at Verra Mobility

<div class="content-intro"><h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">&nbsp;</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p style="margin: 0px;">&nbsp;</p> </div> </div> </div></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Position Overview:</strong>&nbsp;</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">This role is a part of the Verra Command Center team or VCC, which is responsible for remote technical support and oversight of roadside monitoring and enforcement implementations across the United States and parts of Canada. VCC is a 24-hour 7 day a week operation that works to ensure enforcement sites are up, operating, and working for our government clients. We work to provide fast and reliable troubleshooting and monitoring for all devices that fall into our scope.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">The VCC Supervisor is responsible for leading regional or functional operations within the Verra Command Center. This role provides direct oversight of daily&nbsp;operational activities, technical performance, SLA adherence, compliance, documentation accuracy, and escalation management. The Supervisor ensures alignment between frontline operations, engineering initiatives, orchestration processes, and client expectations.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">This position serves as a key bridge between Operations Technicians, Lead Technicians, Analysts, Engineers, Infrastructure teams, Account Managers, and VCC Leadership. The Supervisor ensures that workflows are executed efficiently, performance metrics are achieved, incidents are resolved promptly, and continuous improvement initiatives are implemented effectively. The Supervisor plays a critical role in driving service excellence, maintaining operational stability, supporting 24x7 coverage, and fostering a high-performance team culture.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Essential Responsibilities:&nbsp;</strong></span></p> <ul> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Operational Leadership: </span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Provide daily oversight of assigned operational areas, ensuring tasks, tickets, monitoring activities, and escalations are handled efficiently and in alignment with business objectives.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Service Level &amp; KPI Management:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure compliance with customer-specific SLAs, internal KPIs, regulatory requirements, and company policies. Monitor performance metrics and implement corrective actions as needed to maintain or exceed targets.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Escalation Management &amp; Incident Command:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Serve as an escalation point for complex technical, system, or client-impacting incidents. Coordinate cross-functional resources to drive timely resolution and root cause analysis in a 24x7x365 environment.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Regional / Functional Oversight:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Oversee operational performance across assigned regions or functional areas, ensuring roadside equipment, monitoring platforms, and supporting systems operate at peak performance.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Technical Oversight:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Provide guidance and validation on troubleshooting efforts related to roadside devices, network connectivity, server systems, databases, monitoring tools, and enterprise applications. Ensure accurate root cause identification and sustainable corrective actions.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Systems Monitoring &amp; Reliability:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure effective use of monitoring, alerting, logging, and diagnostic tools. Identify trends in system performance, downtime, and recurring incidents; initiate improvement actions to reduce operational risk.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Workflow &amp; Process Governance:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure adherence to documented procedures, runbooks, escalation paths, and operational standards. Continuously refine processes to improve efficiency and accuracy.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">C</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>ross-Functional Collaboration:</strong> Partner with Engineering, Orchestration, Infrastructure, Legal, Account Management, and Customer Service teams to align operational execution with technical roadmaps and client expectations.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Project Oversight:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Track operational impact of RSE deployments, system upgrades, integrations, migrations, and infrastructure changes. Ensure readiness, communication, and post-implementation validation.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Documentation &amp; Compliance:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure accurate and timely documentation of incidents, equipment status, validation records, certificates, and operational changes. Support compliance efforts, audit requests, and regulatory obligations.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Team Development &amp; Coaching:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Provide leadership, mentorship, and performance guidance to Operations Technicians and Analysts. Promote accountability, professional growth, and a collaborative team environment.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Continuous Improvement:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Identify systemic issues, automation opportunities, process gaps, and performance trends. Partner with Engineering and Orchestration teams to implement scalable improvements.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Shift Coordination:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Collaborate with management to ensure seamless 24x7 operations, including on-call rotations, coverage planning, and workload balancing.</span></li> <li><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Additional Responsibilities:&nbsp;</span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Perform other duties and special projects as assigned.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>&nbsp;</strong><strong>Qualifications:</strong></span></p> <ul> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or related field; or equivalent combination of education and experience.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">7+ years of experience in operations, technical support, system administration, remote troubleshooting, or analytical environments.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Demonstrated leadership experience in operational oversight (direct reports preferred but not required).</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Experience with virtualization technologies such as VMware or Hyper-V is preferred</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong proficiency in Python, Java, C++, PowerShell, and other scripting languages for automation, with hands-on experience in GitHub-based development workflows.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Experience with Oracle and SQL Server databases for integration, data analysis, and troubleshooting.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Experience supporting infrastructure, roadside systems, or distributed technical environments.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Advanced proficiency in Microsoft Suite (Excel, Word, PowerPoint), with preferred experience in Power BI, Visio, and Outlook.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Experience with scripting or automation tools such as PowerShell or Python is preferred.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong experience managing SLAs, KPIs, and performance metrics.</span></li> <li><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Successful completion of the Nlets fingerprinting background assessment</span></li> </ul><div class="content-conclusion"><div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><strong> </strong></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Verra Mobility Values<br></strong></span><br><span style="font-family: verdana, geneva, sans-serif;">An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:</span></p> <ul> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;"><strong>Own It.</strong><em> </em>We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;"><strong>Do What’s Right.</strong><em> </em>We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><strong>Choose Courage Over Comfort.</strong> We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.</li> <li style="font-family: verdana, geneva, sans-serif;"><strong>Win Together.</strong> We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.</li> </ul> <p><span style="font-family: verdana, geneva, sans-serif;"><strong> </strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><em>With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. <a href="https://www.verramobility.com/candidate-privacy-notice/" target="_blank">Verra Mobility Applicant Privacy Notice</a></em></span></p> <p>Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.&nbsp;</p> <p><span style="font-family: verdana, geneva, sans-serif;">.<em>&nbsp;</em></span></p> </div> </div> </div> <div class="iCIMS_JobOptions"> <div id="jobOptionsMobile" class="iCIMS_JobOptionsMobile iCIMS_JobOptionsMobile_Options3"></div> </div></div>