Manager, IT Data Center Operations

Input duties and responsibilities.

The most critical / primary duties / most frequently performed should be listed first.

Please use clear language and avoid using acronyms or terminology unless it has been defined.

KNOWLEDGE, SKILLS & ABILITIES Lead, mentor, and develop the 24x7x365 Service Desk team, including Service Desk Technicians, IT Data Center Technicians, and Supervisors.

Foster a positive and collaborative work environment, promoting continuous improvement, knowledge sharing, and teamwork.

Provide support and technical guidance to 24/7 teams, including developing training plans and materials for the Service Desk Team, and facilitating cross-training.

Enforce policies, processes, and procedures to ensure timely and accurate support is provided by the Service Desk Team.

Oversee the performance of the Service Desk team to maintain the highest levels of service delivery, including monitoring and reviewing KPIs and SLAs.

Oversees and monitors the performance of assigned computing systems through subordinates and ensures systems are managed to client SLA requirements.

Respond to incidents during and after business hours, ensuring the incident management process is followed, including problem management.

Collaborate with internal teams to develop, complete, and maintain incident reports.

Responsible for resource planning and work allocation to meet agreed service levels and identifies opportunities for continuous service improvement.

Ensures any routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.

Contribute to or generate management reports and present reports during service review meetings.

Monitor the Service Desk performance to maintain the highest levels of service delivery.

Collaborate with other teams and stakeholders to investigate, diagnose, and resolve complex issues.

Manages client incidents by investigating and providing solutions that help solve client problems as escalated.

May participate in any technical troubleshooting calls including participation in technical QA review.

Identify areas for improvement and enforce strategies to enhance operations.

Contributes to production of scheduled management reports and attends and presents reports at service review meetings.

Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targets.

Work with the Sr. Manager of Data Center Operations and Finance to develop and track annual budgets.

Manage budget, staff planning, NPS feedback, and operation efficiency, etc.

Other duties as assigned.

Strong background in I.T. Data Center Infrastructure (Servers, Switches, Cabling).

Data Center Knowledge of cable plants, racking, power connectors and technologies.

Ability to be highly confidential.

Knowledge of the principles of service management as defined in the ITIL framework.

Working knowledge of enterprise ticketing systems.

Knowledge of managed services products within the IT field.

Knowledge of data center and collocation products and services.

Possess strong leadership, organizational development and communication skills.

Possess strong problem solving, conflict resolution and critical thinking skills.

Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.

Must have the ability to work independently and be an effective contributor to a diversified team.

Sense of ownership and accountability.

Familiarity with data trending / tracking and analysis and ability to rapidly learn and use PC based, integrated critical monitoring systems.

Excellent customer service skills.

Excellent verbal and written communications skills.

Must be detail oriented, organized, flexible and ability to handle multiple priorities simultaneously.

Strong proficiency with MS Office Suite (Word, Excel, PowerPoint, Project).

Must possess demonstrated technical ability and innovative thinking cross functionally, including integrated systems and IT.

Ability to conduct power system capacity, safety and code compliance assessments.

Ability to train the Service Desk Team on systems and procedures.

Ability to operate in and promote a rigorous process-driven, team environment.

Ability to logically analyze and solve problems.

Detailed oriented.

Analytical thinking, problem solving, customer oriented, and commitment to quality.

Excellent problem-solving skills.

List the minimum knowledge, skill, or capabilities required to perform the work associated with this role.

This should include any technical, application, certification, specialization, etc.

that an incumbent requires to perform all duties.

High School Diploma required.

Bachelor’s degree required or equivalent education and work experience to meet requisite skill level, normally obtained with 4-6 years of related experience.

MCSE or 2 years of Helpdesk Experience

3-4 years of experience working in a Helpdesk, NOC, or Service Desk.

2-4 years of management experience working in a IT Operations responsible for providing support to revenue-generating customers.

Familiarity with technologies associated with top call reasons including Active Directory, Azure, Office 365, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.

Familiarity with HDI and ITIL best practices.

Experience managing a geographically disparate Service Desk and/or remote employees; including personnel and scheduling.

Outline the minimum education required, and / or experience an incumbent must have to perform the work.

If experience is in lieu of a degree or certification, list the minimum required experience an individual must have to have gained similar knowledge without required education.

Be sure to mark preferences clearly.

Ability to lift heavy equipment, up to 50 lbs.

Primarily sitting with some walking, standing, and bending.

Able to hear and speak into a telephone.

Close visual work on a computer terminal.

Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.

Regularly moves equipment and other hardware up to 50 lbs.

Frequently move about inside and outside of data center / facility

Remain stationary for long periods of time.

Ascend / Descend a ladder and perform duties atop a raised platform.

Position self in small spaces.

Operate computer, peripherals, and other office equipment.

Perform work during US business hours and time zones.

Typical data center work environment with varying temperatures and loud noises.

Extensive daily usage of a computer or workstation.

Must be comfortable working in a highly critical, fast paced environment with shifting priorities.

Must be able to respond to emergency situations at the data center.

Must be available by phone during assigned work schedule and after hours for emergency situations.

Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.

Participate in a on call schedule and respond to escalations and incidents after hours.

May travel to other NTT domestic sites as needed.

Must work on-site; telecommuting is not permitted.

CPR/First Aid/AED Certification during employment.

A valid driver's license is required for onsite leaders with direct reports to support employee transportation and meet company needs.