Team Lead, Data Center Operations

Team Lead, Data Center Operations - 6:30PM CT to 07:00 AM CT

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.  

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.  

HONESTY, RELIABILITY, COLLABORATION, CURIOSITY, PASSION 

Role Summary

This role is responsible for delivering exceptional, customer-focused service in a mission-critical managed services environment. The position centers on developing and supporting a team of analysts to consistently exceed customer expectations in both technical problem-solving and service delivery.

What You Will Do: 

• Oversee and escalate operational issues within the Mainframe Operations team.
• Ensure all changes are properly logged, risk-assessed, and implemented to protect customer environments.
• Manage the resolution of complex technical issues escalated by analysts.
• Keep clients and partners informed on the status of ongoing issues.
• Provide prompt and effective support for client incidents and service requests, escalating to relevant teams in accordance with SLAs.
• Ensure the team is aware of, and meets, all SLAs and performance targets.
• Ensure full adherence to all client support processes by team members.
• Direct and coordinate the daily activities of support analysts.
• Coach team members on the job to support their professional development.
• Lead staff development initiatives, including training and team-building activities.
• Ensure all team members follow established standards, such as change control and configuration management.
• Maintain adherence to internal processes and procedures.
• Foster effective communication within and across teams.
• Serve as the escalation point for major incidents.
• Contribute to the standardization and improvement of working practices within the team.
• Ensure incident calls are managed efficiently and resolved in a timely manner.
• Monitor service delivery to ensure agreed-upon services are neither under- nor over-delivered.
• Provide second-level technical support, ensuring escalated calls are addressed within defined service levels and call management guidelines.
• Implement changes to client solutions as required.
• Identify and deliver technical training to the Operations group as needed.

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply. 

What You Will Need:

• Minimum of 5 years of experience managing a team within a mainframe environment within a large enterprise or equivalent combination of education and experience
• Minimum 5 years of experience in IT and system monitoring.
• College degree preferred
• Technical knowledge across multiple Mainframe teams
• Proficient in Microsoft suite (Excel, Word, Powerpoint) to a level of creating documents which can be shared with clients.  
• Exceptional interpersonal, verbal and written communication skills
• Customer Service skills at management level
• Strong written and verbal communication skills.
• Excellent analytical and critical thinking abilities.
• Professional representation of Ensono to clients.
• Knowledge of mainframe environments (TSO, SDSF, TMS, QuickRef) and server scripting (read and code; midrange server knowledge).
• Confidence in collaborating with various personnel.
• Ability to multitask and perform well under pressure.
• Strong teamwork skills.
• Ability to document processes and procedures clearly, concisely, and logically.

Why Ensono?

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.   

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices. 

Some of our benefits include: 

• Unlimited Paid Days Off  

• Three health plan options through Blue Cross Blue Shield  

• 401k with company match  

• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts  

• Paid Maternity Leave, Paternity Leave, and Sabbatical Leave 

• Education Reimbursement, Student Loan Assistance or 529 College Funding 

• Enhanced fertility coverage 

• Wellness program  

• Flexible work schedule  

• Depending on location, ability to take advantage of fitness centers 

As of the date of this posting, a good faith estimate of the current pay scale for this role is $75,000 to $112,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance, and an equity grant under our Associate Equity Appreciation Program. 

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.  

Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found on OFCCP’s website.  

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected].