EOC Team Lead

Job Title: EOC Team Lead

Locations: Saint Louis, MO | Norristown, PA

The EOC Team Lead is responsible for providing quality customer experience to TierPoint clients while leading and training employees to deliver an overwhelmingly positive support experience. The Lead must be proficient in internal processes, including incident management, severity notifications and definitions, and client communications. Team Leads should have a thorough understanding of the services we provide and will serve as a focus point for internal and client escalations.

• Oversee EOC Team Members in day‑to‑day operations, providing coaching, guidance, problem‑solving support, workload coordination, and performance feedback. Ensure team members receive appropriate support, development opportunities, and complete required monthly 1:1 meetings as assigned.
• Have a complete understanding of client service level agreements and recognize and act on priority incidents.
• Act as the first point of contact for escalated issues from team members on shift, identify root causes, and assist employees through escalation or resolution.
• Respond to client issues, complaints, or problems and take necessary action to remediate.
• Apply organizational policies and procedures on a day‑to‑day basis.
• Interface professionally with clients, peers, and management personnel.
• Ensure all quality issues, client complaints, and training items are acknowledged and understood by team members.
• Assist managers in ensuring staff have the appropriate training to effectively perform their duties.
• Monitor employee performance and collaborate with managers to develop action plans for improvement as needed.
• Monitor tickets in queues, assist in working and resolving stale items, and prevent stale tickets and outstanding issues.
• Track the phone queue daily to ensure customers are serviced within service level agreements.
• Participate as the Major Incident Escalation Point during incidents that occur during shift.
• Serve on a rotating on‑call schedule for one week to provide operational support when leadership is not scheduled, including handling management escalations and questions.
• Provide quality internal and external customer service aligned with company values.
• Handle and track attendance events, including callouts and tardiness of team members.
• Perform other duties as assigned.

• Excellent verbal, written, and interpersonal communication skills.
• Strong ability to prioritize, organize, and manage multiple projects simultaneously.
• Ability to work effectively both independently and collaboratively with others.
• Ability to thrive in a fast‑paced, team‑oriented, and collaborative environment with tight deadlines.
• Professional experience and knowledge sufficient to perform all job responsibilities.
• Proficiency in using MS Office Suite and Windows‑based computer applications.
• Customer‑service focused with a positive, energetic, and professional demeanor.
• Strong ability to work in a highly sensitive and confidential environment.
• Ability to meet deadlines and manage high‑pressure or sensitive situations effectively.
• Ability to identify issues and contribute to the development of strategic and tactical plans for department initiatives.
• Strong judgment, critical thinking, and sound decision‑making skills.
• Proficient in using a PC, keyboard, and other standard office equipment.

• Prior experience in the data center industry.

• Hybrid office/WFH environment.

TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. The pay range may be narrower than displayed, as various factors are used to determine the offered compensation package, including skill set, level of experience, geographic location, and other relevant factors.
Pay Range: $54,000.00 - $83,829.12