POSITION SUMMARY:

The Manager, IT Data Center Operations will lead a talented and diverse technical support team, ensuring the seamless support of multiple core business functions and services.

As a key member of the Data Center Operations team, you will oversee the delivery of exceptional services to our clients through a 24x7x365 Enterprise Service Desk. This includes Incident Management, Monitoring, Call Center support, and Tier 1 technical support for NTT Customers and Employees. Your responsibilities will also encompass the delivery of Data Center services such as Remote Hands and Eyes, and Cross Connects, all aimed at maintaining the highest levels of service delivery, client satisfaction, and business continuity.

In this management role, you will be responsible for the day-to-day operations of your team(s), providing guidance and mentorship while fostering a collaborative and high-performing work environment.

What you’ll be doing

ESSENTIAL DUTIES & RESPONSIBILITIES

• 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.
• 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 identify opportunities for continuous service improvement.
• 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.
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated.
• Identify areas for improvement and enforce strategies to enhance operations.
• 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.

KNOWLEDGE, SKILLS & ABILITIES

• Strong background in I.T. Data Center Infrastructure (Servers, Switches, Cabling).
• Knowledge of the principles of service management as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Possess strong leadership, organizational development, and communication skills.
• Excellent customer service skills.
• Strong proficiency with MS Office Suite (Word, Excel, PowerPoint, Project).
• Ability to conduct power system capacity, safety and code compliance assessments.
• Ability to train the Service Desk Team on systems and procedures.
• Ability to logically analyze and solve problems.
• Excellent verbal and written communications skills.
• Must be detail oriented, organized, flexible and able to handle multiple priorities simultaneously.

EDUCATION & EXPERIENCE

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