Data Center Field Operations Lead (Jeffersonville, IN)

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

We are seeking an experienced and proactive Data Center Field Operations Lead to oversee our infrastructure engineering team. The ideal candidate will lead the installation, service, maintenance, repair, and alteration of low voltage category cabling, communications cabling, and other various low voltage cabling systems. This position requires a deep expertise in fiber optics and will involve strategic leadership in racking and stacking equipment in data centers, ensuring proper installation and physical connectivity. Reporting to the Service Manager, this role coordinates workload, manages escalations, supports staff development, and partners with site leadership and cross-functional teams.  The role demands a commitment to delivering sustainable and repeatable solutions and processes with a continuous improvement mindset while adhering to production, safety, and quality standards.

KEY RESPONSIBILITIES:

• Directly manages technician team members at the assigned site, including regular 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.
• Coordinates daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes, and service expectations.
• Approve timecards accurately and on time for error-free billing.
• Oversee and coordinate the installation, service, and maintenance of low voltage category cabling and communications cabling.
• Lead and mentor a team in pulling cables, racking and stacking equipment, and managing cable infrastructure within the data center.
• Ensure quality of fiber and copper connections, oversee troubleshooting efforts, and manage complex technical challenges.
• Develop and enforce Method of Procedure (MOP) and Change Method of Procedure (CMOP) guidelines.
• Manage work ticket systems and infrastructure interfaces, ensuring efficient project execution and infrastructure maintenance.
• Oversee documentation and validate port maps, while providing advanced troubleshooting support.
• Direct power distribution and cable management tasks within the infrastructure to optimize performance and safety.
• Lead coordination efforts with other team members to ensure projects and work orders are completed efficiently and to the highest standards. 
• Enforce company procedures and safety regulations, and provide leadership in managing necessary information for operations management.
• Maintain a detailed equipment and supplies inventory and respond to emergency situations to resolve immediate client concerns and meet service level agreements (SLAs).
• Drive the escalation process for complex technical issues, ensuring they are resolved by appropriate team members.
• Lead the usage of specialized equipment like DSX 5000 tester/OTDR Tester, oversee programming of testers, and manage test results efficiently. 

ESSENTIAL CRITERIA:

• Associate degree or higher in a technology services/technical discipline, or equivalent work experience.
• 5+ years of experience in leading teams and managing installations, services, and maintenance of low voltage cable infrastructure systems.
• 2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required)
• Demonstrated ability to install, terminate, and test low voltage cables, with a strong focus on leadership in fiber optic technologies.
• Expert knowledge of industry standards including BICSI, ANSI, EIA/TIA, and local and National Electric Code.
• Industry and manufacturer-specific certifications highly preferred (e.g., BICSI TECH, Corning TSLAN-500).
• Exceptional leadership skills with a strong customer/client service orientation and effective communication and interpersonal skills.

TEAM MANAGEMENT & LEADSERSHIP SKILLS

• Experience managing a technical support team in a multi-site environment. (Preferred)
• Experience in people management, customer expectations management, and ensuring exceptional customer experiences that meet SLAs.
• Experience managing a technical team in a multi-site environment and/or 24/7 operation. (Preferred)
• Track record of developing or defining KPIs, timesheets and driving relationships with a focus on service excellence.
• Ability to manage and prioritize multiple tasks and ensure delivery within tight deadlines.
• Excellent leadership and interpersonal skills to foster collaboration across global teams.
• Strong communication skills with the ability to convey complex technical issues clearly to team and decision-makers.
• Self-motivated and proactive in identifying and solving problems independently.
• Chair meetings, workshops, training, and seminars to provide information and updates required to perform job functions.
• Foster a collaborative team environment, setting performance targets and leading the team to meet established goals.
• Act as a mentor and coach to team members, promoting continuous learning and professional development.
• Propose and implement process improvements to enhance operational efficiency and service quality

EOS BENEFITS:

At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date. 
• 10 Days of Paid Time Off (PTO) annually
• 12 Paid Holidays
• 6 Sick Days (available after 90 days of employment)
• 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment)

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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