Supervisor Command Center

Position Overview:


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.

The VCC Supervisor is responsible for leading regional or functional operations within the Verra Command Center. This role provides direct oversight of daily 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.

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.

Essential Responsibilities:

• Operational Leadership: Provide daily oversight of assigned operational areas, ensuring tasks, tickets, monitoring activities, and escalations are handled efficiently and in alignment with business objectives.
• Service Level & KPI Management: 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.
• Escalation Management & Incident Command: 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.
• Regional / Functional Oversight: Oversee operational performance across assigned regions or functional areas, ensuring roadside equipment, monitoring platforms, and supporting systems operate at peak performance.
• Technical Oversight: 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.
• Systems Monitoring & Reliability: 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.
• Workflow & Process Governance: Ensure adherence to documented procedures, runbooks, escalation paths, and operational standards. Continuously refine processes to improve efficiency and accuracy.
• C ross-Functional Collaboration: Partner with Engineering, Orchestration, Infrastructure, Legal, Account Management, and Customer Service teams to align operational execution with technical roadmaps and client expectations.
• Project Oversight: Track operational impact of RSE deployments, system upgrades, integrations, migrations, and infrastructure changes. Ensure readiness, communication, and post-implementation validation.
• Documentation & Compliance: Ensure accurate and timely documentation of incidents, equipment status, validation records, certificates, and operational changes. Support compliance efforts, audit requests, and regulatory obligations.
• Team Development & Coaching: Provide leadership, mentorship, and performance guidance to Operations Technicians and Analysts. Promote accountability, professional growth, and a collaborative team environment.
• Continuous Improvement: Identify systemic issues, automation opportunities, process gaps, and performance trends. Partner with Engineering and Orchestration teams to implement scalable improvements.
• Shift Coordination: Collaborate with management to ensure seamless 24x7 operations, including on-call rotations, coverage planning, and workload balancing.
• Additional Responsibilities: Perform other duties and special projects as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or related field; or equivalent combination of education and experience.
• 7+ years of experience in operations, technical support, system administration, remote troubleshooting, or analytical environments.
• Demonstrated leadership experience in operational oversight (direct reports preferred but not required).
• Experience with virtualization technologies such as VMware or Hyper-V is preferred
• Strong proficiency in Python, Java, C++, PowerShell, and other scripting languages for automation, with hands-on experience in GitHub-based development workflows.
• Experience with Oracle and SQL Server databases for integration, data analysis, and troubleshooting.
• Experience supporting infrastructure, roadside systems, or distributed technical environments.
• Advanced proficiency in Microsoft Suite (Excel, Word, PowerPoint), with preferred experience in Power BI, Visio, and Outlook.
• Experience with scripting or automation tools such as PowerShell or Python is preferred.
• Strong experience managing SLAs, KPIs, and performance metrics.
• Successful completion of the Nlets fingerprinting background assessment

Verra Mobility Values
An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. 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.
• Do What's Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. 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.
• Win Together. 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.

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. Verra Mobility Applicant Privacy Notice

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.