Data Center Field Operations Lead (Ashburn, VA)

EOS • Ashburn, VA

5d • Onsite

About The Position

EOS IT Solutions is seeking a hands-on Data Center Field Operations Lead to oversee and support data center operations. The role combines advanced technical troubleshooting across server, storage, and network hardware with leadership of a technician team delivering high-quality, SLA-driven support. The lead uses command-line tools to diagnose issues, manages escalations and ticket queues, and ensures consistent service delivery across hardware platforms.

The position includes directly managing technicians at the assigned site, coordinating day-to-day workloads and coverage, approving timecards, and providing coaching, feedback, onboarding, training, and professional development. It also involves hardware repair, network troubleshooting, vendor coordination, documentation, compliance with operational procedures, and collaboration on infrastructure upgrades, migrations, and maintenance windows. The role may require travel between data center sites and includes the physical demands described in the posting.

Requirements

• Associate degree or higher in a technical discipline, or equivalent hands-on experience in data center operations or IT support.
• At least 5 years of experience in IT support, hardware diagnostics, and repair in enterprise or hyperscale environments.
• At least 2 years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility.
• Strong proficiency with CLI-based tools and environments, such as Cisco CLI, Linux/Unix shell, iDRAC, and iLO.
• Demonstrated experience troubleshooting and repairing server, storage, and network hardware.
• Familiarity with network protocols and tools such as ping, traceroute, netstat, SNMP, and syslog.
• Excellent problem-solving skills and 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.
• Ability to frequently lift approximately 50 pounds and occasionally up to 100 pounds.
• Ability to meet the stated vision, color identification, communication, and physical activity requirements, including regular sitting and hand use; frequent standing and walking; and occasional climbing, balancing, stooping, kneeling, crouching, or bending.

Nice To Haves

• Experience managing a technical support team in a multi-site environment.
• Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials.
• Experience with ticketing systems such as ServiceNow or Remedy and asset management platforms.
• Familiarity with scripting for automation, such as Bash or Python.
• Experience working in a 24/7 operational environment with on-call responsibilities.

Responsibilities

• Manage technician team members at the assigned site, including 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.
• Coordinate 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.
• Lead data center operations across server, storage, and network hardware platforms, resolving hardware failures effectively and promptly.
• Perform advanced diagnostics using CLI tools such as Cisco IOS, NX-OS, and Linux shell.
• Oversee physical hardware repair, including component-level replacements such as drives, memory, NICs, PSUs, fans, and motherboards.
• Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations.
• Coordinate OEM vendor RMA processes, part replacements, and warranty claims.
• Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.
• Manage ticket queues and ensure SLA adherence through prioritization and escalation.
• Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols.
• Collaborate with cross-functional teams on infrastructure upgrades, migrations, and maintenance windows.
• Ensure compliance with MOPs and CMOPs and contribute to their development and continuous improvement.

Benefits

• Health, vision, and dental insurance starting the first day of the month after the start date.
• Snacks, drinks, and desserts provided.
• 10 days of paid time off 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree