Data Center Field Operations Lead (Cheyenne, WY)

<p><strong>OUR COMPANY:</strong></p> <p>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.</p> <p>We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.</p> <p><strong>WHAT YOU WILL DO:</strong></p> <p>We are seeking a highly skilled and hands-on <strong><span style="text-decoration: underline;">Data Center Field Operations Lead </span></strong>to oversee and support operations within our data center environments. This role requires deep technical expertise in diagnosing and resolving hardware and network issues, and leading a team of technicians in delivering high-quality, SLA-driven support.  Reporting to the Service Manager, this role coordinates workload, manages escalations, supports staff development, and partners with site leadership and cross-functional teams. The ideal candidate will be proficient in using Command Line Interfaces (CLI) for diagnostics, managing escalations, and ensuring the consistent delivery of services across a range of server, storage, and network hardware platforms.</p> <p><strong>KEY RESPONSIBILITIES:</strong></p> <ul> <li>Directly manages technician team members at the assigned site, including regular 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.</li> <li>Coordinates daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes, and service expectations.</li> <li>Approve timecards accurately and on time for error-free billing.</li> <li>Lead network operations across server, storage, and network hardware platforms, ensuring timely and effective resolution of hardware failures.</li> <li>Perform advanced diagnostics using CLI tools (e.g., Cisco IOS, NX-OS, Linux shell) to identify and resolve system and network issues.</li> <li>Oversee physical hardware repair, including component-level replacements (e.g., drives, memory, NICs, PSUs, fans, motherboards).</li> <li>Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations.</li> <li>Coordinate with OEM vendors for RMA processes, part replacements, and warranty claims.</li> <li>Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.</li> <li>Manage ticket queues and ensure SLA adherence through effective prioritization and escalation.</li> <li>Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols.</li> <li>Collaborate with cross-functional teams to support infrastructure upgrades, migrations, and maintenance windows.</li> <li>Ensure compliance with MOPs and CMOPs, and contribute to their development and continuous improvement.</li> </ul> <p><strong>ESSENTIAL CRITERIA:</strong></p> <ul> <li>Associate degree or higher in a technical discipline or equivalent hands-on experience in data center operations or IT support.</li> <li>5+ years of experience in IT support, hardware diagnostics, and repair in enterprise environments.</li> <li>2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required).</li> <li>Strong proficiency with CLI-based tools and environments (e.g., Cisco CLI, Linux/Unix shell, iDRAC, iLO).</li> <li>Demonstrated experience in troubleshooting and repairing server, storage, and network hardware.</li> <li>Familiarity with network protocols and tools (e.g., ping, traceroute, netstat, SNMP, syslog).</li> <li>Excellent problem-solving skills and ability to work under pressure in high-availability environments.</li> <li>Strong communication and leadership skills with a customer-focused mindset.</li> <li>Valid driver’s license and ability to travel between data center sites as needed.</li> </ul> <p><strong>DESIRABLE CRITERIA:</strong></p> <ul> <li>Experience managing a technical support team in a multi-site environment. (Preferred)</li> <li>Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials.</li> <li>Experience with ticketing systems (e.g., ServiceNow, Remedy) and asset management platforms.</li> <li>Familiarity with scripting for automation (e.g., Bash, Python) is a plus.</li> <li>Experience working in a 24/7 operational environment with on-call responsibilities.</li> </ul> <p><strong>PHYSICAL REQUIREMENTS:</strong></p> <ul> <li>Ability to frequently exert force equivalent to lifting up to approximately 50 pounds and occasionally up to 100 pounds.</li> <li>Clarity of vision at 20 inches or less and more than 20 inches, and ability to adjust focus.</li> <li>Three-dimensional vision, ability to judge distances and spatial relationships.</li> <li>Ability to identify colors and give and receive information through speaking and listening skills.</li> <li>Regular requirements to sit, use hands and fingers, handle obj