Senior Technical Support Lead - Enterprise IT (Shift)

DataBank; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Vision and Dental Insurance

Short-Term and Long-Term Disability

Life Insurance

401k with company match

Paid Time Off and Holidays

Job summary

DataBank Holdings Ltd. in Dallas, TX seeks a Technical Support Shift Lead to guide Tier 1/2 support, manage a shift, and ensure SLA performance for Windows/Linux server environments. You will mentor staff, coordinate incident response, and oversee escalation and security patches to maintain world-class uptime.

The role requires strong communication, extensive IT experience, and the ability to work in a fast-paced enterprise setting with cross-functional teams.

Qualifications

• 5+ years in technical support, managing 5+ employees.
• Strong organizational, problem-solving, and analytical skills with multitasking ability.
• 5+ years in IT field.
• 2+ years supporting web services (Apache, IIS, NGINX).
• 5 years Windows and/or Linux administration.
• 5 years network administration (WAN/LAN/DNS/DHCP).
• Solid TCP/IP, DNS, DHCP knowledge.
• Experience with MSSQL and MySQL databases.
• Experience with backup/BC software (CommVault, VEAM, Zerto, Actifio).
• VMware vSphere/vCenter administration required.
• Experience with load-balancing and traffic management.
• Experience with network monitoring tools (Zabbix, Science Logic, SolarWinds, Nagios).
• ColdFusion is a plus.
• Excellent customer service, written and verbal communication.
• Analytical, detail-oriented, able to prioritize and meet deadlines.
• Occasional travel and flexible scheduling.
• Self-starter in a growing enterprise environment.
• Willingness to learn new technologies.

Responsibilities

• Manage work distribution for tickets and alarms on shift.
• Ensure team meets OLA and SLAs and provides prompt incident support.
• Focus on FTTR, TTR, MTTR and escalate as needed.
• Follow escalation procedures across support tiers.
• Monitor systems and applications for Databank’s environments.
• Support Windows and Linux server issues; perform restores as requested.
• Fulfill IaaS and PaaS service requests (Add/Remove/Change resources).
• Apply security patches; manage web tech (IIS, Apache, NGINX, DNS, CloudFlare).
• Configure ACL/NAT/VPN on Cisco/Juniper; configure F5 VIPs/pools/iRules.
• Manage MSSQL/MySQL databases; distinguish client/server issues.
• Mentor shift team; approve timecards and PTO; maintain shift schedule.
• Collaborate with Tier Manager on training; participate in On-Call rotations.

Skills

Technical support leadership

Team management

IT fundamentals

Web services support

Windows administration

Linux administration

Network administration

TCP/IP/DNS/DHCP

Database administration (MSSQL, MySQL)

Backup/BC software

VMware vSphere/vCenter

Load balancing

Network monitoring tools

Customer service

Communication skills

Flexibility / travel

Willingness to learn

Education

No formal education requirements listed

Tools

IIS

Apache

NGINX

DNS

VPN

Cisco/Juniper firewalls

F5 load balancers

Databank portal

Job description

DataBank Holdings Ltd. in Dallas, TX seeks a Technical Support Shift Lead to guide Tier 1/2 support, manage a shift, and ensure SLA performance for Windows/Linux server environments. You will mentor staff, coordinate incident response, and oversee escalation and security patches to maintain world-class uptime.

The role requires strong communication, extensive IT experience, and the ability to work in a fast-paced enterprise setting with cross-functional teams.