Data Center Network Operations Lead (New Albany, Ohio)

About the 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. Customer satisfaction and commitment to superior quality of service are top priorities, along with investing in and supporting partners and employees. EOS delivers services through global simplicity with trusted transparency.

About the role

We are seeking a highly skilled and hands‑on Data Center Network Operations Lead to oversee and support hardware repair and troubleshooting operations of fiber optic deployment, splicing, testing, and maintenance across large‑scale, mission‑critical environments. Reporting to the Service Manager, the role coordinates workload, manages escalations, supports staff development, and partners with site leadership and cross‑functional teams. The position requires deep technical expertise, CLI diagnostics, and leadership of a technician team, with rotational shifts to support 24/7/365 operations and up to 10 % domestic travel.

Key Responsibilities

• Lead and coordinate field‑based technical teams; manage technician team members (1:1 meetings, performance feedback, coaching, onboarding, training, accountability).
• Coordinate daily support operations: workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes and service expectations.
• Approve timecards accurately, monitor productivity, manage workloads, and drive teams toward defined deliverables and operational targets.
• Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.
• Manage ticket queues and ensure SLA adherence through effective prioritization and escalation.
• Provide technical leadership and mentorship to junior technicians, ensuring best practices and safety protocols.
• Collaborate with cross‑functional teams to support infrastructure upgrades, migrations, and maintenance windows.
• Ensure compliance with MOPs and CMOPs; contribute to their development and continuous improvement.
• Provide operational continuity and leadership coverage in the absence of the Site Supervisor.
• Assign workloads, oversee daily activities, and align field personnel with project priorities and productivity expectations.
• Monitor technician output and performance against daily and weekly targets.
• Ensure all team members are engaged, productive, and operating in compliance with safety and quality standards.
• Provide hands‑on technical guidance, mentorship, and support to field personnel as needed.
• Escalate performance concerns, operational risks, or resource issues to the Site Supervisor promptly.
• Promote a culture of accountability, professionalism, teamwork, and operational excellence.
• Lead operations across server, storage, and network hardware platforms, ensuring timely resolution of hardware failures.
• Perform advanced diagnostics using CLI tools (Cisco IOS, NX‑OS, Linux shell) to identify and resolve system and network issues.
• Oversee physical hardware repair, including component‑level replacements (drives, memory, NICs, PSUs, fans, motherboards).
• Troubleshoot Layer 1‑3 network issues, including port failures, fiber optic cabling, link flaps, and misconfigurations.
• Provide technical support for fiber splicing activities (single‑mode, multi‑mode, ribbon fiber).
• Support testing and validation using OTDR, OLTS, power meters, and visual fault locators; review OTDR traces, loss budgets, and certification results.
• Assist in troubleshooting and resolution of fiber infrastructure issues and network faults.

Essential Criteria

• Associate degree or higher in a technical discipline, or equivalent hands‑on experience in data center operations or IT support.
• 5+ years of experience in IT support, hardware diagnostics, and repair in enterprise environments.
• 2+ years of people‑management, supervisory, team‑lead, or mentoring experience (required).
• Strong proficiency with CLI‑based tools (Cisco CLI, Linux/Unix shell, iDRAC, iLO).
• Demonstrated experience troubleshooting and repairing fiber, server, storage, and network hardware.
• Familiarity with network protocols and tools (ping, traceroute, netstat, SNMP, syslog).
• Excellent problem‑solving skills; ability to work under pressure in high‑availability environments.
• Strong communication and leadership skills with a customer‑focused mindset.
• Valid driver’s license and ability to travel between data‑center sites as needed.

Desirable Criteria

• Experience managing a technical support team in a multi‑site environment (preferred).