Level 4.5 Lead SDI

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. We are looking for an experienced Lead SDI with strong leadership skills, capable of leading the team to success, fostering teamwork and a positive working environment onsite with one of our clients.Job Description:Oversees your agreements local team. Responsible for daily operations & communications between the key contacts / customers & techs. Provide 1st level technical support to your technicians. Is a direct point of contact for key contact engagements. Be a conduit for pass downs technical / process escalations and updates to / from Service Delivery management, Key Customer Stakeholders, and local team. Detailed Position Description: Improve customer and partnership relations Improved accountability for performance metrics Improved service delivery and quality Improved project definition and delivery Improved communications and governance Maintain client privacy guidelines Maintain co-employment awareness Conduct yourself in a business professional manner Learn the agreements processes and provide a conduit for that information to the field technicians and management Working Lead Roles: Be the technical working lead; reporting up to site lead Provide day-to-day direction to the team, with additional direction as needed by agreement client key contacts Provide backfill for site lead as needed, or augment leadership coordination Help training existing and new hires Help improve and coach team members on proper ticket handling Drive down tickets that are missing weekly updates (ticket without updates in 5 calendar days) Drive down ageing tickets over 14 days Ensure tickets are being updated and actively being worked and followed up on, so they do not breach Help provide directions and coordination, in conjunction with site lead oversite and shifting priorities Conduct team stand ups and sync meetings (if needed or as needed) Provide 24x7 after hours support as part of the regular team rotation Coordinate resource pooling / sharing within the local team to improve utilization Report any potential co-employment concerns to management Report any HR or safety concerns to a management Reports escalations to Site Lead on issues and status of operations Pass down all client processes and guidelines to local team Participate in client key contact meetings as required and or customers as appropriate Coach, mentor, and guide daily Ability to create, support and lead a team environment Ability to multi-task, work independently and meet deadlines Review reports weekly to follow up on gaps and drive improvement DCH Server Operations Technician Job Duties: Standard PRD OS and H / W break-fix in an IT data center environment (Production and Pre-Prod) Monitor ticket queue for new tickets and assign as appropriate Data Center Maintenance Proactive walkthrough for failed hardware Physical audit of supported systems Proper disposal of hardware and media following client guidelines Manage Tickets Assigned to Queue Validate server(s) / task is under our service responsibility Contact customer for information / request downtime etc. Diagnose problem - order parts as required Repair / replace / configure as required within scope Complete paperwork On Call Support Answer pages within set amount of time (varies between sites) Validate server(s) is under our service responsibility Diagnose / repair - remotely if possible / on site if required Order parts if required Escalate to other groups as required Complete paperwork Landings Validate server(s) landing requirements Contact customer as required for information Physical land of hardware in correct location Build to proper build configuration according to customer requirements and cut-sheet Request tasks from required groups for additional services Monitor tasks for completion or problems and escalate to appropriate parties to resolve Update Asset Tracking System with server name, location, and owner Complete paperwork Decoms Validate server is under our service responsibility Inform customer of decom Request decom tasks from required groups to remove server(s) from their services Validate that dependent services have been halted Power off and remove server(s) Dispose of hardware as requested by owner Complete paperwork Full COVID-19 vaccination may be required. We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance. W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcellâ„¢ Supports Equal Employment Opportunity** eXcellâ„¢, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit

Created: 2021-11-29