Data Center Technical Lead

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and servicesto drive specific business outcomes such as digital transformation, innovation, and operational agility.Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

As a Data Center Lead, you will be spending more than 50% of the time working alongside Data Center Technicians IC1 and IC2's in supporting installs, troubleshooting, and maintaining servers. The remaining time will be spent on daily onsite management of staff and other non-technical duties. Expansion of basic knowledge and experience working with computers and related knowledge is expected along with added supervisory responsibilities.

How You Make an Impact:

• Achieving goals by fostering an environment of responsibility and empowerment, leading by example, providing support, and nurturing a constructive and efficient team atmosphere
• Responsible for ensuring comprehensive compliance and quality of data center services
• Offer direction on and enforce adherence to client policies, procedures, timelines, and changes in service, holding the team accountable
• Ensure that technicians are adequately trained on protocols for setup, deployment, substitution, and post-implementation quality assurance procedures
• Administer quality assessments in a timely matter and offer constructive feedback to your technicians
• Raise concerns via suitable routes and monitor issue resolution, disseminating related knowledge with pertinent teams
• Assess procedural changes to determine their effect on service delivery and communicate relevant information about these changes to stakeholders across various functions and disciplines
• Lead team and troubleshooting meetings, manage workload distribution among your team, and adjust priorities in response to changes
• Complete mandatory safety training, hold daily safety meetings, and engage in on-site safety committees
• Ensure technicians adhere to all safety protocols (such as using Personal Protective Equipment (PPE), equipment handling, lift operation, electrical hazards, ladder/rolling stairs usage)
• Foster a safety-conscious culture, encouraging technicians to take initiative, voice concerns, and report safety incidents or potential risks
• Demonstrate pride and a sense of responsibility for the standard of service, its thoroughness, and the resultant customer experience, showing dedication and ownership of the data center facilities
• Ensure all operations are carried out in an appropriate, cost-effective way, consistent with client's global service expectations and within scope of the SOW
• Oversees daily management of staff, including IC1, IC2 technicians
• Approve timecards correctly and on time for error free billing
• Coach and mentor staff to achieve high quality results and high performance
• Conduct regular one on one employee status meetings to provide performance feedback as well as annual performance reviews and document them is the given folders
• Adhere to and apply the disciplinary process related to staff performance issues.
• Provides explanations for operational performance results (explain why metrics/KPI's missed, met, or exceeded targets.)
• Provides input and suggestions for improving operational performance and efficiency in the local environment.
• Screen and schedule temporary labor resources for short term projects.
• Screen and select the most qualified technician with the best technical capabilities and cultural fit then recommend hire of long term. resources (work with recruiting team to interview candidates and suggest hire for backfills and new positions.)
• Owning the onboarding and training of all new hires
• Manage local morale budget to ensure team morale is high
• Collaborate and share best practices with Data Center Leads in other locations (drive increased teamwork across regions)
• Other duties as assigned by management

What You Will Need to Succeed:

• College diploma/degree or 2 years equivalent leadership experience
• Ability to recommend improvements in operational management systems, processes, and best practices
• Manage resource budgets and forecasts
• Perform quality controls and monitor production KPIs
• Find ways to increase quality of customer service
• Comfortable speaking face to face as well as in virtual video calls
• Basic knowledge of and hand on experience with computer hardware
• High level of written and oral fluency in English
• Ability to learn new software quickly

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.