Data Center Tier I Lead

Lead Operator Performance Responsibilities:Monitor and control the operation of computer system consoles.Analyze and escalate reported issues, coordinating resolution.Provide Tier 1 assistance for customers (e.g., hard drive swaps, crash cart connections, power cycles, media destruction).Perform other data hall tasks, including physical site checks and escorting visitors, ensuring security and proper access controls for UDC Austin data centers.Handle shipping/receiving and delivery/pickup of equipment and parts.Maintain acceptable driver rating as established in Policy UTS157 in order to drive on- and off-campus utilizing University-owned vehicles.Lead Operator Supervisory Responsibilities:Providing subject matter expertise, project assignments, training, team direction, and support leadership. The position requires a planned 40 hours per week with a rotating shift between weekdays and weekends, based on business needs, including emergency coverage.Coordinate and oversee daily functions of computer operators in the Command Center, including monitoring incoming requests via ticketing system and email, ensuring requests are being addressed swiftly and completely.Maintain and create new document standards as needed. Review and monitor processes and procedures, providing feedback and guidance to operators and management. Ensure standard operating procedures, workflows, and training materials are current and relevant.Create, generate and review key performance indicator and service level agreement reports to monitor team and departmental performance.Provide support and communication to operators, management and customers.Serve as the primary point-of-contact for all daily and strategic departmental projects.Lead training of new team members and ongoing training for current teams.Ensure team adherence to scheduled shifts, breaks and evaluate timesheets. Coordinate staffing schedules.Must be able to work independently without oversight.Act as the primary lead in the absence of the Tier 1 Manager, stepping in as necessary for decision-making and team support.Perform other related functions as assigned.

Created: 2025-11-15