The Lead Operations Technician is responsible for overseeing the daily operations, maintenance, and performance of data center infrastructure and systems. This role serves as the primary technical expert and escalation point for all hardware and facility-related issues, ensuring optimal uptime and reliability. Coordinates with cross-functional teams, manages vendor relationships, and provides mentorship to junior technicians. Key responsibilities include supervising hardware installations, troubleshooting complex technical issues, monitoring environmental conditions, and maintaining compliance with industry standards and safety protocols. The ideal candidate will possess strong leadership skills, deep technical expertise, and a proactive approach to problem-solving in a mission-critical environment.

The schedule for this position will be:

Monday - Friday, 8:00am - 5:00pm

Operations Support

• Oversee daily operations of the data center, ensuring maximum uptime and optimal performance.
• Coordinate and schedule maintenance activities, upgrades, and repairs to minimize service disruptions.
• Provide remote smart hands support for customer advanced issues/concerns.
• Assist Data Center Manager with other facility related tasks.

Team Leadership:

• Supervise and mentor a team of technicians, providing technical guidance and support.
• Develop and implement training programs to ensure team members stay current with evolving technologies.

Monitoring & Maintenance:

• Follow Method of Procedures (MOP) for equipment & cabling maintenance
• Provide remote hands and eyes support for customer advanced issues/concerns.
• Monitor and respond to alerts related to power, cooling, and network performance.
• Conduct routine inspections and preventive maintenance to ensure system reliability.
• Work with vendors and internal teams to coordinate maintenance and repairs.
• Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
• Responsible for handling both incoming and outgoing shipments

Incident Response & Troubleshooting:

• Diagnose and resolve hardware, connectivity, and environmental issues.
• Escalate critical incidents to senior engineers or management as needed.
• Document root cause analysis and follow-up actions for recurring issues.
• Serve as technical escalation point for other team members
• Proactively manage ticket queue for timely request response and completion.

Security & Compliance:

• Adhere to data center security policies, standard operating procedures, access controls, and compliance requirements.
• Escort and supervise third-party vendors and visitors when required.
• Maintain accurate records of equipment changes, incidents, and maintenance activities.
• Monitory security cameras.
• Provide security oversight and administration based on company standards through security control program, policies, and procedures.
• Other duties as assigned.

Essential Functions

• Ability to provide leadership to a team of technicians.
• Customer service focused and portrays energy, professionalism and welcoming characteristics. 
• Strong ability to work in a highly sensitive and confidential environment.
• Ability to meet deadlines and handle sensitive and pressured situations.
• Ability to identify issues and help develop strategy and tactical plans for various department initiatives
• Ability to use good judgment and decision-making skills
• Ability to use a PC, keyboard, and other standard office equipment

• Knowledge of TCP/IP, LAN and WAN technology.
• Previous experience with a ticketing system.
• Must be able to work around high voltage or mechanical equipment to take readings.
• Must demonstrate personal motivation and enthusiasm.
• Previous customer interaction experience.
• Must have the ability to distinguish low impact from high impact problems with little direction.
• Able to understand complex solutions and relay effectively to customers.
• Experience and knowledge of Windows and Linux based servers.
• Adequate professional experience and knowledge to perform Job Responsibilities
• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• Three years working experience in a customer service/help desk environment, cabling integrator, other applicable IT schooling, industry experience
• Previous leadership or mentoring experience.
• Prior experience particularly in the mission critical industry.

Working Conditions

• Data Center Operations environment
• Shift Work:
  • Availability for on-call duties and occasional shift work, including nights and weekends, as required by the data center’s operational needs.
• Physical Requirements:
  • Ability to work in controlled environments and handle physical tasks such as lifting hardware or navigating confined spaces.

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $25.14 - $37.71

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