Team Lead, DC Field Operations

NTT Ltd.•Texas, United States of America, TX

3d•$30 - $55•Hybrid

About The Position

The Senior Team Lead, IT Data Centre Operations is an entry-level management role responsible for collaborating on standards and ensuring service delivery for a 24 x 7 x 365 Network Operations Centre (NOC) providing remote level I and level II technical support to users worldwide. The role oversees daily NOC administration and associated teams, including tier 1 support, service-order ticketing, and technician reporting. It provides day-to-day guidance and mentorship while fostering a collaborative, high-performing work environment. The role supervises technical staff, supports service delivery against client SLAs, coordinates incident response and system recovery, and maintains NOC reporting and procedures. It also leads technical troubleshooting and critical incident calls, supports post-incident analysis, reviews operational documentation, and helps ensure effective delivery of remote hands and eyes services across multiple geographies. The position is hybrid. The stated U.S. starting pay range is $29.81–$54.81; actual compensation depends on relevant experience, technical skills, and other qualifications.

Requirements

Bachelor’s degree or equivalent in Information Technology, Technology Engineering, or a related field.
Demonstrated experience as a provider of managed services or data center services.
Entry-level direct people-management experience gained in a similar role.
Demonstrated experience working in a Network Operations or Help Desk environment.
Baseline technical aptitude in Help Desk Windows and IP Networking.
Relevant experience with technologies associated with common call reasons, including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
Good understanding of service-support principles as defined in the ITIL framework.
Working knowledge of enterprise ticketing systems.
Knowledge of managed services products in the IT field.
Knowledge of data center and colocation products and services.
Strong problem-solving, conflict-resolution, and critical-thinking skills.
Strong written and verbal communication skills.
Outstanding customer service and interpersonal skills.
Excellent telephone manner.
Ability to work well under pressure and adapt to meet the team’s needs.
Process-driven approach and ability to manage and scale a team responsible for consistent, high-quality service delivery to enterprise clients.
Ability to work independently and contribute effectively to a diverse team.

Nice To Haves

Relevant certifications such as ITIL or HDI are preferred.
Additional certifications such as MCSE, RHCE, CCNA, or CCDA are beneficial.

Responsibilities

Supervise and provide technical guidance to 24/7 technical staff; develop training plans and facilitate cross-training and peer mentoring for NOC teams.
Ensure approved policies, standards, and procedures are followed in the NOC.
Perform lower-level NOC Technician duties and assume personnel workload and shift requirements when needed.
Manage scheduling for Network Operations teams.
Oversee and monitor assigned computing systems through subordinates and ensure systems meet client SLA requirements.
Manage and communicate incidents that impact SLAs.
Respond to and coordinate recovery of assigned computing systems following unexpected outages.
Maintain, develop, and improve NOC reporting capabilities; regularly report to management on compliance with SLA objectives.
Perform routine and emergency administration of hosted systems and subsystems in accordance with standard procedures and processes.
Develop and deploy communication and escalation plans to improve incident management efficiency and effectiveness.
Provide written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs.
Lead, contribute to, and provide technical quality assurance for outage post-mortem analysis.
Lead and participate in technical troubleshooting calls.
Provide technical quality assurance and review of documentation for the NOC and IT Operations to ensure accuracy and continued applicability.
Ensure the quality and ongoing capability of remote hands and eyes service delivery across multiple geographies.
Manage client operational calls and run critical incident calls.