At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions If so, let's start the conversation.
ron Mountain is seeking a motivated and experienced Service Desk Lead to join our Global Technology Operations team.
In this role, you will be responsible for leading a 24x7 monitoring team to ensure the continuous availability, health, and performance of our critical data center infrastructure. You will oversee incident escalation, optimize monitoring tool configurations, and drive rapid resolution of infrastructure issues to minimize downtime.
You will lead a dedicated, fast-paced operations team focused on high-availability infrastructure support and seamless cross-functional collaboration.
What You'll Do
In this role, you will:
- Operational Leadership & Shift Management : Lead, supervise, and schedule a 24x7 monitoring team, ensuring adequate staffing coverage and acting as the primary point of contact for critical escalations.
- Infrastructure Monitoring & Incident Escalation : Oversee the continuous monitoring of critical routers, switches, firewalls, servers, hypervisors, and storage systems, escalating alerts in accordance with Standard Operating Procedures and Service Level Agreements.
- Proactive Risk Analysis & Mitigation : Analyze monitoring patterns to identify potential risks, prevent outages, and contribute chronology inputs to Root Cause Analysis reviews.
- Tool Optimization & Documentation : Collaborate with tool administrators to fine-tune alert thresholds across enterprise tools and ensure meticulous documentation of incidents, runbooks, and shift handovers.
- Reporting & Stakeholder Communication : Generate daily, weekly, and monthly system health reports, providing real-time status updates to internal stakeholders during major incidents.
What You'll Bring
The ideal candidate will have:
- 6+ years of experience in Information Technology Infrastructure Monitoring, with at least 2 years in a leadership or supervisory role.
- Strong knowledge of data center infrastructure, including networking, server environments, and enterprise monitoring tools (such as SolarWinds, ManageEngine OpManager, Nagios, Zabbix, or Paessler Router Grapher).
- Proven ability in Information Technology Infrastructure Library processes—specifically Incident, Change, and Problem Management—along with familiarity with enterprise ticketing systems like ServiceNow or Jira Service Desk.
- Excellent skills in team coaching, analytical problem-solving, real-time stakeholder communication, and cross-functional coordination.
- A Bachelor's degree in Computer Science, Information Technology, or a related field (Information Technology Infrastructure Library Foundation certification, Cisco Certified Network Associate, CompTIA Network+, VMware, or Windows Server certifications are highly preferred).
- The flexibility to work within a rotational shift environment, including weekends and holidays, to support high-availability operations.
Category: Information Technology
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [Confidential Information]. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0102977
