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IT Support Team Lead

Expedient is a cloud and data center infrastructure as a service (IaaS) provider with local operations in Baltimore, MD; Boston, MA; Cleveland, OH; Columbus, OH; Indianapolis, IN; Memphis, TN and Pittsburgh, PA. Converged solutions enable Expedient clients to focus on strategic business innovation, while a talented team of experts handles operating the information technology needed to support it. Learn more about us at expedient.com/careers.

Expedient is a customer-focused organization with a stellar employee culture. Check out reviews on Glassdoor.com. 

We have an immediate need for a Team Lead to join the Operations Support Center team in our Baltimore, MD market. This position will be responsible for network and systems monitoring, break-fix and other technical & operational duties associated with the 24x7 operations of the data center. This position will be responsible for technical escalation coordination with subject matter experts in areas such as Cloud Infrastructure, Unix Systems, Windows Systems, Data Protection and Networking.  

Responsibilities:

  • Ensure continuous staffing of operations support center, manage 24/7 scheduling of technical team
  • Provide monthly performance feedback to all direct reports
  • Provide status reports of open job tickets and projects to Expedient customers and internal staff
  • Participate in rotating "on call" weeks: Leads are required to share in a rotation of being "on call" 24/7 for one week at a time during the month.
  • Provide administration of production systems including troubleshooting of existing applications, installation, backups, maintenance of OS, etc.
  • Audit processes and procedures including corrective action measures related to trouble ticket updates and other operational activities required to maintain a high level of customer satisfaction
  • Facilitate 2nd- or 3rd-tier support as necessary with the technical teams to attend to problems that have been escalated for resolution

Requirements:

  • At least 5 years of experience in system administration, technical customer support and/or IT project management
  • Previous experience supervising individuals in a NOC, help desk, or tech support environment
  • Demonstrated level of competency with internet technologies including:
    • Principals of networking
    • Windows & Active Directory
    • Basic UNIX commands
    • DNS and web services
    • Virtualization/Cloud
  • Strong written and verbal communication skills with ability to interpret and simplify complex concepts
  • Ability to pass a pre-employment drug screen

Physical Tasks/Demands:

  • Sitting - stationary/seated position during the work day in order to check in visitors
  • Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift in order to conduct hands-on assessments and to ensure building safety compliance by checking doors, checking temperature in various areas of the server room/data center
  • Lifting - frequently lifts light-weight items and occasionally lifts heavy-weight materials such as equipment, parts, computer and server hardware
  • Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitors badge, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch, and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required

BENEFITS TO WORKING FOR EXPEDIENT We place an extremely high value on learning and staying agile in the technology arena. Therefore we make education and training available to all employees through a very robust training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, top-tier, extremely affordable medical, dental, vision insurance, 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success. Expedient employees wear what they want to work and we stock our kitchens with free snacks and beverages for our employees. 

To apply please submit your resume and a cover letter explaining your interest.  

If this isn’t the job for you perhaps you have a friend who would be a perfect fit! Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers.

Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law.

 

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