Data Center Team Lead / Engineer in Charge (EIC)

Smart Hands & Eyes (SH&E) Operations

Location: Grafton, MA
Employment Type: Full-Time, W2
Annual Salary: $72,000–$75,000, depending on experience
Coverage: Five data center locations across Massachusetts (3), Connecticut (1), and New Jersey (1)

Work Schedule

Position Overview

We are seeking an experienced Data Center Team Lead / Engineer in Charge (EIC) to provide hands-on technical leadership and operational oversight for Smart Hands & Eyes (SH&E) services across five data center facilities in the Northeast.

This position combines technical troubleshooting, team leadership, ticket management, and operational coordination to ensure reliable service delivery and adherence to established service-level agreements (SLAs).

Reporting to the Account Manager, the Team Lead/EIC will serve as a primary technical resource for onsite technicians, support escalations, monitor daily operations, and assist with training and performance management. This individual will also provide backup leadership coverage during planned or unplanned absences.

Key Responsibilities

Team Leadership & Daily Operations

• Oversee daily Smart Hands & Eyes operations across five data center locations, providing technical direction and operational support.

• Mentor junior and less-experienced technicians, strengthening troubleshooting capabilities and technical independence.

• Assist with technician onboarding, training, performance monitoring, and staffing coordination.

• Provide backup coverage for fellow Team Leads to maintain consistent operational support.

• Ensure compliance with established data center policies, codes of conduct, safety procedures, and timekeeping requirements.

• Identify and address performance or policy concerns, escalating recurring issues to the Account Manager.

• Maintain clear, professional written and verbal communication, responding promptly to emails and operational escalations.

Ticket Management & Service Delivery

• Participate in scheduled daily operational calls at 7:00 AM ET to review open tickets, outstanding issues, and past-due service requests.

• Monitor ServiceNow ticket queues, aging tickets, and potential SLA breaches to ensure timely follow-up and resolution.

• Coordinate incident response, technical escalations, and troubleshooting assistance across supported locations.

• Ensure accurate ticket documentation, detailed work notes, and timely status updates.

• Communicate service delays, unresolved technical issues, and operational concerns to appropriate stakeholders.

Hands-On Data Center Technical Support

• Install, test, trace, and troubleshoot single-mode and multi-mode fiber optic cabling and Cat 5e/Cat 6 copper network connections.

• Diagnose network connectivity issues, down links, and patch panel problems using Fluke testers, optical power meters, visual fault locators (VFLs), and other diagnostic equipment.

• Support the installation and connectivity of network infrastructure, including switches, routers, and SFP/QSFP transceivers.

• Collaborate with remote engineering teams through PuTTY console sessions, Microsoft Teams, and technical incident bridges.

• Perform data center walkthroughs, equipment status and amber light checks, inventory verification, audits, and compliance-related activities.

• Provide hands-on troubleshooting and technical backline support to onsite technicians as needed.

Required Qualifications

• 3–5 years of hands-on experience in data center operations, Smart Hands & Eyes, or a closely related technical environment.

• Strong working knowledge of fiber optic and copper cabling, network connectivity, and Layer 1 troubleshooting.

• Experience utilizing network diagnostic equipment, testing connectivity, and troubleshooting patch panels and physical network infrastructure.

• Familiarity with ServiceNow or comparable ticketing platforms, including incident tracking, ticket management, and SLA monitoring.

• Strong leadership, organizational, communication, and problem-solving skills.

• Ability to mentor technicians, manage competing priorities, and coordinate technical support across multiple facilities.

• Comfortable working independently while maintaining communication with management and technical teams.

Preferred Qualifications

• Previous experience as a Data Center Team Lead, Senior Data Center Technician, Engineer in Charge, or similar technical leadership role.

• Experience supporting enterprise, colocation, or multi-site data center environments.

• Relevant industry certifications are beneficial but not required.

• Demonstrated hands-on technical experience and leadership capabilities will be prioritized over certifications.

Physical Requirements

• Ability to lift and move equipment weighing approximately 20–40 pounds.

• Ability to safely operate an A-frame ladder.

• Comfortable performing physical tasks in active data center environments, including equipment installation, cabling, and infrastructure troubleshooting.

Ideal Candidate

The ideal candidate is a technically strong, hands-on data center professional who is ready to take ownership of daily operations while supporting and developing other technicians. This individual should be comfortable balancing technical troubleshooting with team coordination, service ticket oversight, and communication with management and stakeholders.

This opportunity is well suited for an experienced Senior Data Center Technician or Smart Hands Engineer looking to expand into a formal technical leadership role.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. com171