Senior Technical Support Lead (Enterprise 24/7)

DataBank Holdings, Ltd.; Dallas (TX); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health, Vision and Dental Insurance

Disability Insurance

Life Insurance

401k with company match

Paid Time Off

Paid Holidays

Job summary

DataBank Holdings Ltd. is seeking a Technical Support Shift Lead to guide the Managed Services team in delivering world-class customer support for a diverse server and network infrastructure. You will monitor, troubleshoot, and resolve incidents while ensuring FTTR, TTR, and MTTR targets are met.

You will mentor staff, coordinate shift schedules, and collaborate with Tier Management to drive training and process improvements in a fast-paced enterprise environment.

Qualifications

• 5+ years of experience in technical support, supervising 5+ staff.
• Ability to maintain SLAs/OLA and support uptime targets.
• Experience with Windows and Linux environments and related services.
• Experience with web services (Apache, IIS, NGINX).
• Knowledge of backup/BC software (e.g., Veeam, Zerto).

Responsibilities

• Manage ticket and alarm distribution during shifts.
• Ensure adherence to OLA and SLAs for all incidents.
• Provide first-line support for Windows and Linux servers.
• Lead and mentor team members on shift.
• Coordinate with Tier Manager on training and performance matters.
• Oversee shift scheduling and PTO approvals.
• Support and participate in on-call rotation.

Skills

Technical support leadership

TCP/IP networking

Windows Server admin

Linux admin

VMware vSphere

SQL Server admin

MySQL admin

Load balancers

Network monitoring

Customer service

Documentation

Education

Bachelor's degree in IT

Tools

Apache

IIS

NGINX

DNS

DHCP

VPN

Cisco/Juniper firewalls

F5 iRules

VMware vCenter

Zabbix

SolarWinds

Nagios

Veeam

Zerto

Actifio

Job description

DataBank Holdings Ltd. is seeking a Technical Support Shift Lead to guide the Managed Services team in delivering world-class customer support for a diverse server and network infrastructure. You will monitor, troubleshoot, and resolve incidents while ensuring FTTR, TTR, and MTTR targets are met.

You will mentor staff, coordinate shift schedules, and collaborate with Tier Management to drive training and process improvements in a fast-paced enterprise environment.